Assistant Front Office Manager

Job Description

Across Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing authentic hospitality and meaningful experiences to each and every guest. Hyatt is a place where high expectations aren't just met – they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry.

The Assistant Front Office Manager oversees front office operations, including staffing, cash handling, and guest services. Additional responsibilities include inter‑department communications, staff training and development, and scheduling colleagues to ensure an exceptional guest experience. The Assistant Front Office Manager should possess strong communication skills and demonstrate leadership abilities. In addition to assisting in the operation of the Front Office operation and guest services personnel, this position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction.

This position reports to the Director of Front Office.

Hyatt colleagues 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.

• Foster a can-do, guest-first environment among colleagues across the hotel.
• Oversee the safety and complete satisfaction of our guests, and ensure they are 100% recovered when challenges arise, by performing exceptional service recovery.
• Collaborate with the Director of Front Office to foster an environment where associates are empowered to be their best selves. This includes, but is not limited to, providing the resources and PMS training needed to deliver exceptional guest service, while nurturing a wellness‑focused workplace where associates feel cared for and supported.
• Recommend critiques on budget, labor cost plans, and objectives and manages within those approved plans.
• Maintain front office inventory.
• Review all agent works such as check list, conferma emails, reservations made, tickets placed in HOTSOS and end of shifts reports. Check for follow‑through and accuracy.
• Coach and counsel associates with DOFO 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.
• Collaborate and communication with the housekeeping department helping to support their operation from a front office perspective and ensure they are supported during times where occupancy demands are high.
• Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas.
• Analyze, investigate, and resolve guest complaints.
• Extranet Management - Ensure extranets are managed and are displaying accurate information.
• Reconcile end of month reports and fulfill end of month duties are directed by the DOFO. This includes reconciling Sojern.
• Create expectations, lead people, manage processes, and hold people accountable for the agreed‑upon activities and timetables.
• Ensures proper staffing levels for customer service goals.

• ESR – Champion our Enrollment Success Rate by leading in the most enrollments on a monthly basis. Enrollment goals are 30%.
• Guest Service
  , Check‑In, Elite Customer Service & Staff Helpfulness Score should reflect 90% or higher.
• HOTSOS Ensuring all HOTSOS associate reports are reviewed and are accurate. Tickets should be fulfilled with a guest first mindset. Ensure all tickets are followed up with exceptional service recovery.
• GEM Top 50 Own the Gem Top 50 program and ensure the satisfaction of our World of Hyatt Elites. This includes a score of 90% - 100% of "Welcome as a World of Hyatt Member".
• Digital Response Times Ensure any room service orders that come through the front desk are addressed and placed in under three minutes. This includes chat times.

• Experience: 2–4 years of progressive…