Front Desk Manager

Location: Carmel-by-the-Sea

Front Desk Manager

Carmel, CA

Salary Range: $68,000–$71,000 + bonus*

• Driving required. Screening required.*
• Exempt position paid on a salaried basis in accordance with state and federal law.*

Responsibilities Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring quality standards and meeting customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Supervises staffing levels to ensure guest service, operational needs and financial objectives are met.
• Ensures ongoing communication with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Understands impact on overall property financial goals and manages to achieve or exceed them.

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages building mutual trust, respect, and cooperation among team members.
• Acts as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees; manages day-to-day operations; understands employee positions to perform duties in their absence.
• Establishes and maintains open, collaborative relationships with employees.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality, service levels and overall satisfaction.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

• Implements customer recognition/service program, communicating and ensuring process.
• Trains staff and monitors adherence to credit policies and procedures to reduce bad debts and rebates.
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation completed per SOPs and LSOPs, and supports the Peer Review Process.

Supporting Human Resource Activities

• Supports developmental needs of others and coaching, mentoring, or otherwise helping others improve knowledge or skills.
• Solicits employee feedback, utilizes open door policy, and reviews employee satisfaction results to address problems or concerns.
• Brings issues concerning employee satisfaction to department manager and Human Resources.
• Assists in interviewing and hiring of team members with appropriate skills.
• Supports departmental orientation program for new hires to perform job successfully.
• Participates in employee progressive discipline procedures.

Additional Responsibilities

• Provides information to supervisors, co‑workers, and subordinates by telephone, in written form, email, or in person.
• Analyzes information and evaluates results to choose best solution and solve problems.
• Informs and/or updates executives, peers and subordinates on relevant information in a timely manner.
• Performs all duties at the Front Desk as necessary.
• Runs Front Desk shifts whenever necessary.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding Front Desk goals to produce desired results.

Candidate Profile

Education and Experience

• High school diploma or GED plus 2 years experience in guest services, front desk, or related professional area.
• OR 2-year degree from accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

Position is located at a property managed by a third‑party company that handles benefits and employment obligations.

Seniority level: Director

Employment type: Full‑time

Job function: Other

Industries: Hospitality

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