Front Office Manager

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"Our leaders have always encouraged us to try new approaches and learn by experimentation. The biggest learning through this was that persistence and calculated risks, pay off."

Hyatt Regency Chesapeake Bay Golf Resort, Spa and Marina

US - MD - Cambridge

Front Office

Department Head/Manager

Full-time

Yearly US Dollar (USD) pay basis

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. This position reports to the hotel Director of Rooms.

The Front Office Manager is responsible for all duties of the front desk operation which includes staff training, inter-department communications, and staff scheduling. The 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.

What You'll Do:

• 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 manages within those approved plans
• Coach and counsel colleagues 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
• Coach and counsel colleagues to reflect Hyatt service standards and procedures

The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Why Chose Hyatt?

At Hyatt, your success matters. We offer:

Health Benefits: Medical, dental, and vision insurance starting after just 30 days

Free and discounted room nights

Friends & family rates at Hyatt properties

Discounts on food and beverage

Exclusive savings on tech, wellness apps, and more (e.g., Apple, AT&T, Headspace)

Work-Life Balance: Paid time off, including new child leave

Retirement Support: 401(k) matching (up to 4%) and employee stock purchase plan

Growth Opportunities: Tuition reimbursement and robust training programs

Everyday Conveniences: Meal credit for employees

Join the award-winning team at Hyatt Regency Chesapeake Bay Golf Resort, Spa and Marina, a premier resort recognized for excellence in service, safety, and wellness. As part of a globally respected hospitality brand, you’ll contribute to exceptional guest experiences within a culture rooted in care, collaboration, and innovation. Our recent accolades include the 2024 U.S. News Best Hotels Gold Badge, GBAC STAR™ Accreditation, Trip Advisor’s Travelers’ Choice Award, and recognition as a 2024 Healthiest Maryland Business – Standout.

• Demonstrated ability to effectively interact with people of cultural, disability, and ethnic backgrounds
• 4 years or more of progressive hotel Rooms Management experience (typically with Hyatt)
• Service oriented style with professional presentations skills
• Hotel/Hospitality degree an asset
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
• Clear concise written and verbal communication skills in English
• Must be proficient in Microsoft Word and Excel
• Must have excellent organizational, interpersonal and administrative skills

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.