Guest Services / Front Office Manager

Full-Time Under the direction of the Senior Manager, Hotel Operations, Guest Service /Front Office Manager, is responsible for directing and administering Front Desk operations in the Hotel's continuing effort to deliver Best-in-Class guest service and financial profitability through the managing of all daily Front Desk operations. Essential Duties and Responsibilities 1. Manages all Front Desk Department operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management. Monitors and assesses service and satisfaction trends, evaluates and addresses issues and makes improvements accordingly. Ensures compliance with property standards, including all health and safety regulations, policies and procedures. 2. Develops, implements and enforces policies and procedures. Ensuring team members are informed of upcoming events. Schedules Front Desk team members. 4. Meets and greets guests and responds to guest inquiries, requests and issues in a timely, friendly and efficient manner; partnering with the necessary departments to resolve guest concerns. Initiates and implements up-selling techniques to promote hotel in order to maximize room occupancy and overall revenue. 5. Performs other duties as assigned to support the efficient operation of the department. Supervisory Responsibilities Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Make hiring decisions and designs individual development plans with succession planning in mind for all key roles. Education, Experience and Qualifications  Bachelor's degree preferred, Degree in hospitality, business administration or related field preferred.  Minimum three (3)-years' experience in the guest services, front desk, or related professional area required.  Minimum three (3) years' Supervisory experience in a Hospitality Front Desk/Guest Service department required.  Experience in a luxury hotel and/or resort preferred. Knowledge, Skills and Abilities  Ability to handle hotel PMS and POS computer systems.  Ability to multi-task in a high volume and fast-paced environment.  Strong communication and interpersonal skills.  Excellent technical skills to include MS Office, PMS system, Opera and Oracle. Hyatt Regency Newport Beach West is an equal employment opportunity and affirmative action employer. We do not discriminate based on race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

Source:

Hospitality Online