Director of Front Office - Hyatt Hotels Corporation : Job Details

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Overview

The Director of Front Office is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. The Director of Front Office should possess strong communication skills and demonstrate leadership abilities. In addition to assisting in the operation of the Front Office operation and guest services personnel, this position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction.

Duties include but are not limited to:

• Responsible for short and long-term planning and the management of the hotel's Front Office operations
• Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
• Coach and counsel employees to reflect Hyatt Service Standards and Procedures
• Perform all tasks of a Front Office Staff as needed to facilitate service
• Ensure all operations and cash handling are done per policies and procedures
• Maintain excellent communication with the housekeeping department
• Maintain information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas
• Analyze, investigate, and resolve guest complaints
• Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and timetables
• Coach and counsel employees to reflect Hyatt service standards and procedures

Salary/Benefits:

We offer competitive salary, medical, dental, life insurance, short term and long-term disability, 401(k), and travel benefits. The salary range for this position is $80,000 - $90,000. Decisions regarding individual salaries will be based on a number of factors including experience and education.

This is not your typical career opportunity. This is the Hyatt Touch.

• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
• 4 years or more of progressive hotel Rooms Management experience (typically with Hyatt)
• Service oriented style with professional presentation skills
• At least 2 years progressive management experience within the Rooms Division of a hotel
• Hotel/Hospitality degree an asset
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
• Clear concise written and verbal communication skills in English
• Must be proficient in general computer knowledge including Microsoft Suites, Outlook, Excel, etc.
• Must have excellent organizational, interpersonal and administrative skills
• In-depth NYC market knowledge strongly preferred with a union environment.
• A true desire to satisfy the needs of others in a fast-paced environment
• Experience in a lifestyle or luxury boutique hotel is preferred.
• Must be able to effectively communicate both verbally and written with all level of employees and guests in an attentive, friendly, courteous and service oriented manner
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be solution oriented, including anticipating, preventing, identifying and solving problems as necessary
• Must be able to maintain confidentiality of information.
• Perform other duties and special projects on a case-by-case basis.