Front Office Manager / Park Hyatt Niseko

Job description

Park Hyatt Niseko Hanazono is a luxury resort surrounded by the spectacular natural beauty of Hokkaido. We are committed to creating exceptional and memorable experiences through personalized and intuitive service for every guest.

Role Description

This is a full-time, on-site role for a Front Office Manager at Park Hyatt Niseko Hanazono.

The Front Office Manager will lead the overall operation of the Front Office department and ensure that every guest receives warm, personalized and efficient service from arrival through departure. The role combines visible guest engagement, operational leadership, commercial performance, financial control and team development in a seasonal luxury resort environment.

Key Responsibilities

· Lead the daily operations of the Front Office, including Front Desk, Guest Services, arrivals, departures, luggage and transportation support
· Deliver personalized service to VIP, repeat, long-stay and special-occasion guests
· Handle guest concerns, complaints and service recovery with empathy, sound judgment and timely follow-up
· Coordinate closely with Housekeeping, Concierge, Engineering, Finance and other departments
· Ensure accurate room status, room readiness, pre-blocking, key control, registration, payment and departure procedures
· Lead the Front Office response to winter and summer seasonal demands, transportation requirements and activity-related arrivals
· Support Rooms revenue, occupancy, average rate, upgrades and ancillary-service objectives
· Monitor room inventory, overbooking risks, group movements and arrival patterns
· Ensure compliance with credit, cash handling, billing, revenue protection and financial control procedures
· Manage payroll, rostering, resource allocation and multi-skilling effectively
· Maintain and update departmental manuals, SOPs, work processes and service standards
· Prepare departmental reports and provide operational insight for business plans, budgets and performance reviews
· Recruit, onboard, motivate, coach and develop Front Office colleagues
· Develop Assistant Managers, Team Leaders and departmental trainers
· Maintain effective communication through briefings, handovers, meetings and cross-department coordination
· Assume Duty Manager responsibilities according to the hotel roster
· Ensure compliance with Japanese laws, Hyatt policies, hotel standards, health and safety requirements and security procedures

Desired profile

Qualifications :

Qualifications

·  Strong Front Office experience in an upscale, luxury or resort hotel
·  Demonstrated experience leading and developing a diverse team
·  Ability to remain calm, composed and decisive during peak periods and service recovery situations
·  Practical understanding of Rooms revenue, occupancy, rostering, payroll and departmental cost control
·  Excellent written and verbal communication skills
·  Strong knowledge of hotel systems, guest history, room inventory, payment controls and operational reporting
·  Genuine commitment to personalized luxury service and guest satisfaction
·  Ability and willingness to coach, develop and provide feedback to colleagues
·  Commitment to confidentiality, safety, teamwork and responsible leadership
·  Professional working proficiency in both English and Japanese is strongly preferred