Director of Front Office

Responsibilities

• Provide strategic and operational leadership for Front Desk and Guest Services, ensuring exceptional guest experiences from arrival through departure.
• Lead, coach, and develop department leaders and colleagues while fostering a culture of accountability, collaboration, and continuous improvement.
• Maintain a strong presence in the lobby and guest areas, serving as a visible leader and champion of Hyatt's service culture.
• Oversee staffing, labor management, scheduling, and operational efficiencies while maintaining exceptional service standards.
• Partner with Housekeeping, Engineering, Security, Sales, and Events to ensure seamless execution of guest arrivals, departures, VIP experiences, and group operations.
• Monitor guest satisfaction metrics, resolve escalated guest concerns, and implement strategies to continuously improve the overall guest experience.
• Drive financial performance through effective management of labor, departmental expenses, upselling initiatives, and operational productivity.
• Ensure compliance with Hyatt brand standards, safety procedures, and operational policies while maintaining an organized and guest-ready environment.
• Support succession planning, talent development, and recruitment efforts to build a strong leadership pipeline within the Front Office division.

Qualifications

• 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)
• Previous department head experience required
• With opening hotels, previous hotel pre-opening experience preferred
• Service oriented style with professional presentations skills
• At least 2 years progressive management experience within the Rooms Division of a 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 Microsoft Word and Excel
• Must have excellent organizational, interpersonal and administrative skills

Pay

The salary range for this position is $97,000 - $126,000. This is the pay range for this position that Manchester Grand Hyatt San Diego reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.