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Front Office Manager

Posted March 30, 2021

Hyatt Regency Lexington
Lexington, KY
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Come work at the Hyatt Regency Lexington!

About This Job

This position is responsible for managing all aspects of the Front Office/AYS, Guest Services (Bellstand and Concierge), ensuring delivery of outstanding customer service.

Job Overview

  • Develop and implement controls for expense management.
  • Utilize labor management tools to schedule and control labor costs.
  • Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members.
  • Ensure timely completion of performance appraisals.
  • Communicate both verbally and in writing to provide clear direction to staff.
  • Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality
  • Responsible for the Property Management System (PMS) system.
  • Takes an active part in the leadership of achieving Guest Satisfaction Survey (GSS) goals. 
  • Manage Front Office, At Your Service (AYS), Concierge and Bell Staff.
  • Preparing weekly schedules, forecasting labor, processing daily payroll. 
  • Completing forecast and participating in yield management. 
  • Analyzing daily and monthly financials and work with GM when opportunities arise.
  • Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Motivate, coach, counsel and discipline all Guest Services personnel according to Hotel S.O.P.'s. 
  • Prepare and conduct all Guest Services interviews and follow hiring procedures according to Hotel S.O.P.'s.
  • Develop employee morale and ensure training of Guest Services personnel. 
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc. 
  • Participate in required M.O.D. program as scheduled. 
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
  • Monitor all V.I.P.'s, special guests and requests.
  •  Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Hotel S.O.P.'s.

Job Requirements:

  • Bachelor's Degree (Business, Hospitality, Hotel Management preferred) plus at least two (2) years of related experience;
  • Experience with Microsoft Office, Word, Excel, Outlook

Benefits

We offer a highly competitive benefit package:

  • Health, Dental, Vision Insurance
  • Disability Insurance
  • Life Insurance
  • 401(k)
  • Paid time off and holidays
  • AMAZING HOTEL DISCOUNTS

Apply today!

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About this Employer

Hyatt Regency Lexington

401 West High Street
Lexington, KY 40507

(859) 253-1234

366 Room Hotel

www.hyatt.com

Apply to be a member of our TPG Hotels & Resorts family,
a Top 10 Hotel Management Team and "hospitality employer of choice!"

Our Hotel

Only one mile away from the University of Kentucky and stops along the bourbon trail, the Hyatt Regency Lexington offers ease of access to numerous Lexington favorites. For our Wildcat fans, our hotel is connected to the ever-popular Rupp Arena which houses University of Kentucky basketball games, concerts, and more.

  • Indoor heated swimming pool
  • Outdoor sun deck
  • Safe deposit boxes at front desk
  • Valet parking
  • Laundry and dry cleaning for a charge
  • Room Service