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Front Office Manager

posted September 26, 2019

Hyatt Place and Hyatt House Denver/Downtown
Denver, CO
"Passion for guests and associates" " Inspires followership"
647772 l

About This Job

 FRONT OFFICE MANAGER Hyatt Place Hyatt House Dual Hotel

EDUCATION/EXPERIENCE Prior hotel operations management required. College degree required (minimum of a 2-year degree).  
 Key Accountabilities
 Guest Service Scores – ensure goals are met for all guest service related measurements  Department Budget – Meet budgeted wages and general expenses  Associate Relations – Associate Engagement Survey plans and actions implemented and measured

SKILLS  Extensive knowledge of Front Office operational procedures  Ability to select and develop talent  Effective decision making skills  Strong problem-solving skills  
  Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting, and capital expenditure planning  Ability to acquire and maintain relationships e.g. associates, customers, vendors . Ability to effectively manage labor productivity . Strong communication skills (verbal, listening, writing) Resourcefulness 

The term “dual” indicates this individual will be responsible for two or more hotels.
Responsible for the management and organization of all areas of the Front Office, including the Front Desk, Bell Stand, Concierge, AYS/PBX, Valet Parking, Transportation Department, and Concierge/Executive Lounge. Continually strive to improve guest and associate engagement while maximizing financial performance and continuous development of staff associates.
RESPONSIBILITIES  Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.  Ensures staff can deliver on the White Lodging Service Pledge.  Ensures Front Office staff perform all brand-required standards and can pass a brand standards audit.  Ensures Front Office staff can pass White Lodging safety audits and internal audits.  Encourages and builds mutual trust, respect, and cooperation among team members.  Serves as a role model to demonstrate appropriate behaviors.  Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.  Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.  Ensures recognition of employees is taking place across areas of responsibility.  Communicates performance expectations in accordance with job descriptions for each position and monitors progress.  Celebrates successes and publicly recognizes the contributions of team members.  Achieves and exceeds goals including performance goals, budget goals, team goals, etc.  Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.  Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.  Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.  Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.  Analyzes and critiques wage reporting.   Understands the impact of Front Office operations on the Rooms area and overall property financial goals.  Manages department controllable expenses to achieve or exceed budgeted goals.  Ensures maintenance on PMS, PBX, Movie, WiFi, and all other Front Office systems.  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 individual coaching when needed.  Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. 

 Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.  Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.  Strives to improve service performance.  Empowers employees to provide excellent customer service.  Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.  Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.  Responds to and handles guest problems and complaints.  Observes service behaviors of employees and provides feedback to individuals and/or managers.  Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.  Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.  Establishes challenging, realistic and obtainable goals to guide operation and performance.  Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.  Reviews group cover sheets and ensures staff is prepared to meet customer demands.  Ensures staff communicates effectively with the Housekeeping team.  Monitors and coaches service recovery.   Maintains overnight Front Desk staffing and standards.  Maintains productive relationship with Valet Parking provider.  Ensures employees are treated fairly and equitably.  Manages employee progressive discipline procedures for Front Office Staff.  Administers the performance appraisal process for direct report managers.  Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.  Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.  Analyzes information and evaluating results to choose the best solution and solve problems.  Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.  Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.  Works nights, weekends, and holidays as necessary.  Perform other duties as assigned.


About This Employer

Hyatt Place and Hyatt House Denver/Downtown

440 14th Street
Denver, CO 80202

(303) 893-2900

Managed by

Our Hotel

Downtown Denver’s only Hyatt Place Dual hotel brings you the modern conveniences and smart accommodations you expect from Hyatt. Be within walking distance of the Colorado Convention Center, the free 16th Street Mall Ride and the Central Business District. You’ll appreciate our free daily hot breakfast, Wi-Fi and our 24/7 StayFit™ Gym. And you’ll also have the benefit of our unique connection to Hyatt House and its offering of suites and amenities that are perfect for extended-stay travelers.

What Our Guests Love:
  • Only Hyatt Place in Downtown: Take a look at our hotel photos and you’ll see the unique, modern styles of our lobby art, Coffee to Cocktails Bar, guestroom designs, pool and StayFit™ Gym
  • Comfy rooms with a Cozy Corner: Our hotel rooms feature open spaces with separate living and sleeping areas as well as our Cozy Corner sectional sofa-sleeper
  • Wake up to free hot breakfast: Daily a.m. Kitchen Skillet™ serving up a delicious morning meal with breakfast sandwiches, waffles, French toast, oatmeal, fresh fruit, and more
  • The ideal downtown Denver location: Stay just two blocks from the Colorado Convention Center and other attractions, including 16th Street Mall, Denver Center of Performing Arts, Denver Arts Museum and the McNichols Civic Center Building
  • A unique dual-branded hotel: Take advantage of additional amenities in the connecting Hyatt House, which offers spacious suites and more conveniences for extended-stay travelers visiting on business or family vacations