Front Office Manager

About the role

Located in Greater Palm Springs, Grand Hyatt Indian Wells Resort and Villas is a luxury resort destination that offers an exceptional guest experience. Set on 45 acres in the City of Indian Wells, this position will oversee the Front Office and provide meaningful customer service to both transient and group clientele. The Front Office Manager reports to the hotel Rooms Director and is responsible for all duties of the front desk operation, including staff training, inter-department communications, and staff scheduling.

Responsibilities

• 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 manage within those approved plans
• Maintain guest room inventory
• 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
• Ensure proper staffing levels for customer service goals
• Ensure new colleagues receive comprehensive onboarding and understand service expectations and department KPIs
• Experience working with guest satisfaction scores, loyalty programs, and performance metrics
• Ability to analyze performance data and translate results into practical action plans

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 hotel pre-opening experience preferred
• Service-oriented style with professional presentation skills
• At least 2 years progressive management experience within the Rooms Division of a hotel
• Hospitality/Resort degree an asset
• High energy, entrepreneurial spirit, motivational leader, effective communicator, and ability to improve the bottom line
• Clear, concise written and verbal communication skills in English
• Proficient in Microsoft Word and Excel

Skills

• Strong communication skills
• Leadership abilities
• Customer service excellence

Pay

The salary range for this position is $80,000 - $95,000. Decisions regarding individual salaries will be based on factors such as experience and education.

Benefits

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it’s career opportunities, job enrichment, or a supportive work environment, if you are ready for this challenge, then we are ready for you.