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Front Office Manager

Hyatt Place

Front Office Manager

Gilbert, AZ
Full Time
  • Responsibilities

    Reports to: General Manager

    Front Office Manager supervises the front desk to ensure efficient and profitable operation. Responsible for training, scheduling and evaluation of front office personnel while complying with brand standards and company policies. The following reflects the essential job duties but does not restrict tasks that may be assigned. Duties of this job may be changed at management’s discretion.

    Duties include:

    Set the tone and example of guest service and guest satisfaction for all colleagues

    Has specific responsibility for overseeing front desk shifts

    Act as liaison with clerks and General Manager concerning front desk clerks

    Participate in hiring, managing, overseeing and training front desk personnel

    Implement policies and procedures for front desk

    May schedule front desk personnel

    Check in guests in an efficient and friendly manner. Assures that guest is assigned type of room requested and that the correct rate is charged and issues guest keys

    Check out guests at end of stay. Ascertains guest satisfaction, collects keys, posts any late charges and presents bill to guests. Accurately settles bill

    Ensure that check in and check out brand standard procedures are followed

    Ensure that processes for brand point systems are followed

    Handle incoming guest phone reservations

    Answer inquiries pertaining to hotel services; gives entertainment suggestions and travel directions

    Handle all guest complaints or problems to exceed the guest expectations

    Handle all guest service requests, makes changes as necessary

    Move, lift, carry and place objects weighing up to 25 lbs. without assistance and in excess of 25 lbs. with assistance

    Monitor and responds to guests’ comments on brand site and third party sites

    Serve as hotel phone operator and directs all calls to proper extensions and takes and delivers phone messages

    Keep records of room availability and guest’s accounts. Operates front desk software

    Maintain a balanced cash/billing drawer

    Maintain and takes responsibility for all cash and credit card transactions during working hours

    Complete any necessary accounts receivable and direct billing tasks

    Welcome guests and respond to requests in a prompt and professional manner

    Check the working condition of equipment and report to supervisor all unsafe or malfunctioning equipment

    Use suggested selling techniques to sell rooms and to promote other services of the hotel

    Coordinate room status updates with housekeeping department

    Move, lift, carry and place objects weighing up to 25 lbs. without assistance and in excess of 25 lbs. with assistance

    Know how to use office equipment

    Know all safety and emergency procedures

    Maintain awareness of all rates and competition and incoming rate codes

    Communicate with the previous and following shifts

    Print arrival list from and Expedia and other third party sites and ensure all reservations are in the Property Management system

    Ensure compliance with energy conservation and job safety requirements

    Proactively maintain assigned areas and equipment

    Ensure efficient completion of daily assignments in a timely manner

    Report all safety concerns to management

    Attend and participate in all mandatory trainings

    Flexible with schedule and assignments

    Maintain effective performance under pressure

    May perform similar duties as requested by supervisor


    Good customer service skills

    Ability to work independently and with others

    Good communication skills

    Ability to lift/carry up to 25 lbs.

    Ability to give and follow verbal and written instructions

    Attention to detail

    Ability to multi task

    Displays good initiative

    Must be able to work flexible schedule, including weekends and various shifts

    2 years previous hotel experience