Director of Front Office

About Hyatt Regency Milwaukee

Located in the heart of downtown Milwaukee and connected to the Baird Center, Hyatt Regency Milwaukee is Wisconsin's premier convention hotel. With 481 guestrooms, more than 33,000 square feet of flexible meeting and event space, multiple food and beverage outlets, and a dynamic mix of group, business, and leisure travelers, we are committed to delivering exceptional hospitality through meaningful guest experiences and operational excellence. At Hyatt, our purpose is simple: We care for people so they can be their best. That purpose guides everything we do—for our guests, our colleagues, and our communities.

About Rebel Hotel Company

Rebel Hotel Company is a premier hotel management company specializing in full-service, independent, lifestyle, and branded hotels throughout the United States. We combine operational excellence with an entrepreneurial mindset, empowering our teams to innovate, lead confidently, and deliver exceptional results for our owners, guests, and associates. At Rebel, we believe great hotels are built by great people. We invest in developing leaders, fostering collaboration, embracing innovation, and creating opportunities for career growth. Whether managing iconic branded hotels or distinctive independent properties, our mission is to create remarkable experiences while building lasting careers.

Position Summary

Hyatt Regency Milwaukee is seeking an experienced, energetic, and service-focused Director of Front Office to lead one of the hotel's most visible and guest-facing departments. Reporting directly to the Hotel Manager, this position provides strategic and operational leadership for the hotel's Front Desk, Guest Services, Bell Services, Guest Communications (PBX), and Gift Shop. The Director is responsible for delivering exceptional guest experiences, developing high-performing leaders, driving operational excellence, and achieving departmental financial objectives. The Director also serves as the primary hotel liaison with PMC Parking, the hotel's valet parking provider, Interstate Parking, operator of the adjacent self-parking facility, and the hotel's contracted security provider. This position provides direct leadership to the Facilities Coordinator, supporting life safety, emergency preparedness, and security coordination. This is an outstanding opportunity for a hospitality leader who thrives in a fast-paced convention hotel environment and enjoys developing people, improving operations, and creating memorable guest experiences.

What You'll Do

• Provide strategic leadership for all Front Office operations while fostering a culture of accountability, collaboration, inclusion, and continuous improvement.
• Lead, coach, and develop the Front Office leadership team, including: Front Office Manager (Second Shift Leader), Two Front Desk Managers, Overnight Manager, Gift Shop Manager, and Facilities Coordinator.
• Recruit, hire, onboard, and retain exceptional hospitality professionals.
• Conduct performance evaluations, succession planning, and ongoing coaching to develop future leaders.
• Serve as a visible leader throughout the hotel and participate in the Manager-on-Duty program.
• Champion Hyatt's purpose of Caring for People So They Can Be Their Best through every guest interaction.
• Ensure seamless arrivals, departures, VIP experiences, and meaningful World of Hyatt member recognition.
• Lead service recovery efforts by resolving escalated guest concerns with professionalism and urgency.
• Monitor Medallia guest feedback and operational trends to continuously improve guest satisfaction and loyalty.
• Build a culture where colleagues anticipate guest needs and consistently exceed expectations.
• Oversee the daily operation of Front Desk, Guest Services, Bell Services, Guest Communications (PBX), and the Gift Shop.
• Manage staffing, scheduling, payroll, labor productivity, and departmental operating expenses.
• Partner with Housekeeping to maximize room readiness and efficient guest arrivals.
• Collaborate with Engineering, Revenue Management, Sales & Events, and Food & Beverage to ensure seamless hotel operations.
• Ensure compliance with Hyatt brand standards, operational procedures, cash handling controls, and audit requirements.
• Drive compliance with Hyatt learning and certification requirements, including World of Hyatt, Human Trafficking Awareness, Privacy, Hygiene & Wellbeing, and required Front Office learning programs.
• Lead departmental performance related to World of Hyatt enrollments, elite member recognition, and guest loyalty initiatives.
• Maintain readiness for Hyatt Quality Assurance, Brand Compliance, and operational audits.
• Foster a culture of continuous learning, coaching, and professional development.
• Serve as the primary liaison with PMC Parking to ensure valet services consistently reflect Hyatt's guest service standards.
• Partner with Interstate Parking to support a seamless self-parking experience for hotel guests.
• Collaborate with the hotel's contracted security provider while providing leadership to the Facilities Coordinator to support life safety, emergency preparedness, key control, and security coordination.
• Build strong partnerships across all hotel departments to optimize operational performance and guest satisfaction.
• Develop and manage departmental operating and labor budgets.
• Monitor payroll, forecasting, labor productivity, and controllable expenses.
• Support revenue optimization through effective inventory management, upselling initiatives, and operational efficiency.
• Utilize business intelligence and hotel systems to drive informed operational decisions and continuous improvement.

Qualifications

• Five or more years of progressive Front Office or Rooms Division leadership experience in a full-service hotel.
• Previous experience as a Director of Front Office, Assistant Director of Front Office, Front Office Manager, or comparable leadership role.
• Demonstrated success leading high-performing teams in a fast-paced hospitality environment.
• Strong financial acumen with experience managing labor, payroll, budgets, forecasting, and productivity.
• Exceptional communication, coaching, leadership, and relationship-building skills.
• Ability to work a flexible schedule, including evenings, weekends, holidays, and Manager-on-Duty assignments.
• Hyatt experience strongly preferred.
• Experience in a convention, urban, or high-volume full-service hotel.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Experience working with third-party operational partners.

Preferred Systems Experience

Experience with the following platforms is preferred: Oracle OPERA PMS (v5) and/or OPERA Cloud, Colleague Advantage (Hyatt), Medallia, HotSOS, Visionline (VingCard), MICROS Simphony, Sertifi, Hotel Effectiveness, Microsoft Office Suite, Paychex and/or UKG.

Why Join Hyatt Regency Milwaukee & Rebel Hotel Company?

This is more than a leadership role—it's an opportunity to shape the guest experience at one of the Midwest's leading convention hotels while building your career with Rebel Hotel Company. You'll lead a talented management team, collaborate with an experienced executive leadership group, and play an important role in the hotel's continued success and upcoming technology initiatives, including the transition to OPERA Cloud and UKG.

What We Offer

• Competitive salary and annual incentive opportunity
• Medical, dental, and vision insurance
• 401(k) with a 100% company match up to 5% of eligible salary
• Company-paid life insurance
• Voluntary life, disability, accident, critical illness, and Employee Assistance Program (EAP)
• Paid vacation, sick time, and company holidays
• Complimentary and discounted stays at Hyatt hotels worldwide through the Hyatt Colleague Travel Program
• Leadership development and career advancement opportunities
• Employee recognition and appreciation programs
• A collaborative culture built on accountability, respect, innovation, and genuine hospitality

Ready to Lead?

If you're a passionate hospitality leader who thrives in a dynamic, guest-focused environment and enjoys developing exceptional teams while driving operational excellence, we'd love to hear from you. Apply today and help shape the future of hospitality at Hyatt Regency Milwaukee.

This response is AI-generated, for reference only.