Director of Front Office
About the Role
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.