Front Desk Manager

Job Summary

At Hyatt, we believe our guests choose us because of our caring and attentive associates who deliver efficient service and meaningful experiences. The Front Desk Manager reports to the Hotel Manager and is responsible for overseeing all aspects of front desk operations, including staff training, scheduling, inter-departmental communication, and ensuring excellent guest service. This leader must be highly organized, an effective communicator, and able to resolve guest concerns promptly while setting the tone for a culture of service excellence.

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Key Responsibilities

Lead daily front desk operations, ensuring brand standards, guest satisfaction, and smooth service delivery.

Develop and manage department budgets, labor plans, and cost objectives.

Supervise staffing levels to balance service quality, operational needs, and financial goals.

Recruit, train, coach, and counsel team members to reflect Hyatt service standards.

Act as a role model by performing front desk tasks when needed and ensuring adherence to policies, including cash handling.

Maintain effective communication and collaboration with Housekeeping, Reservations, and other departments.

Handle guest issues and complaints with professionalism, ensuring timely resolution and satisfaction.

Ensure staff remain knowledgeable about rates, packages, and promotions.

Maintain guest room inventory and oversee same-day selling procedures to maximize occupancy and revenue.

Support employee development, recognition, and performance management, fostering teamwork and accountability.

Step in as acting Manager in the absence of the Hotel Manager.

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Qualifications

Minimum 2 years of progressive hotel rooms management or front office leadership experience (Hyatt experience preferred).

Previous hotel experience required; hospitality degree a plus.

Strong leadership qualities with the ability to motivate, coach, and influence a diverse team.

Proven customer service and conflict-resolution skills.

Proficiency in Microsoft Word and Excel; strong administrative and organizational abilities.

Clear, concise verbal and written communication skills in English.

Professional presentation and service-oriented style.

Ability to carry/lift up to 50 lbs.

High energy, entrepreneurial spirit, and focus on driving results.

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Compensation

Pay range: $75,000 – $85,000 annually, based on experience.