Front Office Manager

Job description

Operational Responsibilities

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Monitor and uphold room and service standards through regular inspections and effective coordination with Housekeeping and Engineering.

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Oversee VIP, long-stay, and special-request guest preparation, ensuring amenities and room blocking procedures are correctly followed.

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Ensure a strong presence in guest areas, actively managing guest satisfaction and addressing issues promptly.

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Maintain control of room keys and assist with external accommodations during overbooking.

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Support implementation and maintenance of all Hyatt brand standards and "Touches of Hyatt."

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Manage guest feedback from audits and surveys, ensuring relevant action plans are created and implemented.

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Promote teamwork and cross-departmental collaboration, fostering a "We work through Teams" culture.

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Ensure the cleanliness and upkeep of public areas and front office zones.

Administrative Responsibilities

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Assist in the development and maintenance of the Front Office Departmental Operations Manual.

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Support the Director of Rooms with departmental meetings, communications, and in representing Rooms Division on the Executive Committee in their absence.

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Ensure accurate guest information and adherence to clean data standards.

Financial Responsibilities

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Optimize room revenue and profitability through effective inventory management, yield strategies, and upselling programs.

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Control departmental expenses through resourceful scheduling, cross-training, and use of technology.

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Assist in the preparation of monthly forecasts and annual Rooms Division business plans.

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Comply with all financial policies related to cash handling, licensing, and reporting standards.

People & Training Responsibilities

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Recruit, onboard, and develop high-performing Front Office team members using Hyatt’s competency-based recruitment model.

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Conduct regular performance reviews and support career development initiatives.

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Implement structured training programs in coordination with the Training Manager.

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Ensure all team members adhere to grooming standards, punctuality, and hotel policies.

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Cultivate a culture of innovation, recognition, and continuous improvement.

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Ensure team compliance with fire, safety, and security procedures.

Other Duties

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Actively participate in training sessions and cross-departmental meetings.

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Maintain professional relationships with external partners including travel agencies and competitor hotels.

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Stay current with local legislation related to labor laws and hotel operations.

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Maintain high standards of personal appearance and conduct, embodying Hyatt's values.

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Perform any other duties as assigned by the Director of Rooms or Hotel Management.

Desired profile

Qualifications :

·  Minimum 2–4 years of progressive experience in similar position.
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Proven leadership skills with a focus on guest service excellence.

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Strong understanding of financial and yield management practices.

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Excellent interpersonal, communication, and problem-solving skills.

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Proficient in hotel PMS (Opera or similar), Microsoft Office Suite, and reporting tools.