Front Office Manager - Hyatt Regency Deerfield

Job Summary:

Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

Experience:

• Minimum of 2 yrs Front Desk experience in a leadership role.
• Hyatt Experience - Opera, Colleague Advantage
• High School Diploma or equivalent required, associate's degree or higher degree preferred.

Job Essentials:

• People: Foster a work environment where all team members have an opportunity to realize their full potential;
  Shows genuine concern for the individual employee. Treats employees with tact, cooperation, helpfulness and empathy;
  Consistently works to improve the performance of subordinates and to prepare them for future growth.
• Training: All team members will receive extensive training and go through testing prior to being placed into a role. Each team member must stay over and experience all areas of the hotel and go through a checklist acknowledging they tried all of the hotel's services. Team members must be aware of the local area. All team members must complete the required brand training as per brand requirements.
• Communication / Follow-up: In any hotel, communication is key. Team members must own any issues and have a solid plan in place for following up on guest requests as well as in-house requests. The FOM should ensure all group resumes are accessible and read and followed up on. Ensure timeliness to meetings.
• Expense / Labor Controls / Overtime: The FOM should stay within forecasted numbers regarding departmental and labor expense. Expenses should be flexed based upon demand. Overtime must be controlled. Plans appropriate allocation of resources and assignments of staff. Utilize labor reports.
• Revenue Maximization: It is crucial that the front desk team contributes to the sellout efficiency. It is up to the FOM to ensure upsell/perfect sell programs are in place, hotel loyalty program enrollments, etc. The front desk owns the hotel day of arrival. This will be measured via the daily revenue reports.
• Guest Scores / Experience: All scores pertaining to the front desk area should be at or above the brand average. In the event the hotel is running above the brand average, the scores should be at or higher than the previous year's scores. All responses will be followed up on within brand guidelines.
• QA: Must ensure passing of brand QA. Ensure each team member is trained and SALT score is at or above brand expectations for all items pertaining to the front desk.
• Safety: Ensure you and the teams are certified in all applicable state and required safety certifications (CPR, etc). In addition, ensure everyone is trained on emergency procedures, where to find the emergency manual, where to find various shut off valves, fire panel, etc. Ensure regular safety checks of the shuttle.
• Cleanliness: Own / Maintain lobby appearance / PBX back Office at all times.

OTHER:

• Proficient with PMS system. Computer literacy and financial management a must.
• Advanced knowledge of brand’s reward program.
• Able to handle cash and credit transactions.
• Able to effectively deal with internal and external customers, some of whom will require a high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• General knowledge of local area attractions and transportation.
• Able to observe and detect signs of emergency situations. Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations.
• Able to establish and maintain effective working relationships with associates and customers.
• Act as Manager on Duty per schedule.
• Able to make sound business decisions and take action quickly based on previous experience and good judgment.
• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and…