Front Office Manager

Department: Operations

Reports To: General Manager

Direct Reports:

• Front Desk Supervisors (if applicable)
• Front Desk Agents
• Night Auditors
• Breakfast Cooks
• Breakfast Attendants
• Bar Attendants/Bartenders (Front Desk Team)

The Front Office Manager is responsible for the daily operation of the Front Office while also overseeing the hotel's Food & Beverage operations, including breakfast service, The Placery Bar, and the Market. Because the Front Office team operates the bar and works closely with the kitchen staff, this position ensures seamless coordination between guest service and food and beverage operations to deliver an exceptional guest experience.

The Front Office Manager leads, coaches, and develops team members while maintaining Hyatt brand standards, operational efficiency, financial performance, and outstanding guest satisfaction.

• Lead all Front Desk operations.
• Ensure exceptional guest arrival and departure experiences.
• Oversee Night Audit functions.
• Manage guest service recovery.
• Monitor room inventory, arrivals, departures, and VIP guests.
• Ensure compliance with Hyatt brand standards.
• Manage daily balancing procedures.

• Oversee daily breakfast operations.
• Directly supervise breakfast cooks and breakfast attendants.
• Oversee The Placery Bar operations.
• Ensure Front Desk team members properly operate the bar according to Hyatt standards.
• Maintain food safety and sanitation compliance.
• Work with Chef on food and beverage inventory and ordering.
• Control food and beverage costs.
• Ensure responsible alcohol service.

• Hire, train, coach, and develop Front Office and Food & Beverage associates.
• Conduct performance reviews and corrective action when necessary.
• Prepare department schedules based on occupancy and business levels.
• Monitor labor productivity and payroll.
• Foster teamwork between Front Office, Housekeeping, Engineering, and Sales.

• Manage Front Office and Food & Beverage labor budgets.
• Monitor department expenses.
• Control inventory and minimize waste.
• Maximize upselling opportunities.
• Review daily reports and key performance indicators.

• Respond promptly to guest concerns.
• Lead service recovery efforts.
• Ensure consistent delivery of Hyatt service standards.
• Monitor guest feedback and implement improvements.

• Ensure compliance with Hyatt, Azul Hospitality, OSHA, and local health department regulations.
• Maintain PCI compliance and guest confidentiality.
• Ensure food safety certification requirements are met.

• Minimum 2 years of hotel supervisory or management experience.
• Previous Front Office leadership experience required.
• Food & Beverage leadership experience preferred.
• Strong leadership, coaching, and communication skills.
• Experience with hotel property management systems preferred.
• Flexible schedule, including weekends and holidays.

Source:
Hospitality Online