DIRECTOR OF FRONT OFFICE

SummaryAt Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. This position reports to the hotel Rooms Director.We’re looking for an individual who embodies the luxury lifestyle experience. An ideal Thompson team member has a passion for creating unique experiences, that can quickly perpetuate a culture of great design and superlative service, with a sharp sense of humor. This candidate will have a passion for exceptional hotel service and who can express that belief in an atmosphere of spontaneity and authenticity. This is a highly visible role within the hotel and offers the opportunity to provide the highest level of guest satisfaction at Thompson.Essential Duties/Tasks/ResponsibilitiesResponsible for short and long term planning and the management of the hotel’s Front Office operationsDevelop and recommend the budget, labor cost plans and objectives and manages within those approved plansMaintain guest room inventoryCoach and counsel employees to reflect Hyatt Service Standards and ProceduresPerform all tasks of a Front Office Staff as needed to facilitate serviceEnsure all operations and cash handling are done per policies and proceduresMaintain excellent communication with the housekeeping departmentMaintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areasAnalyze, investigate, and resolve guest complaintsCreate expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tablesInsures proper staffing levels for customer service goalsCoach and counsel employees to reflect Hyatt service standards and proceduresKnowledge/ SkillsStrategic business leader - Works strategically to devise plans in alignment with organizational goals.Cultivates engagement - Builds loyalty to the company and not to themselves. Proven ability to host/facilitate effective meetings, motivate teams to produce results with tight timeframes while simultaneously managing several projects.Generates alignment - Ensures proper time and effort is spent to build high level performance and consistency throughout collection.Leads with courage - Provides a culture of accountability.Execution of plans - Utilizes our systems, tools and resources to accomplish results and achieve goalsAdvanced level of written, verbal, and interpersonal communication skills.Ability to implement and uphold service standardsAbility to prioritize and organize work assignmentsAbility to work well in stressful, high-pressure situationsComprehensive knowledge of a safe work environmentMinimum QualificationsDemonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds4 years or more of progressive hotel Rooms Management experience (typically with Hyatt)With opening hotels, previous hotel pre-opening experience preferredService oriented style with professional presentations skillsAt least 2 years progressive management experience within the Rooms Division of a hotelHotel/Hospitality degree an assetMust possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom lineClear concise written and verbal communication skills in EnglishMust be proficient in Microsoft Word and ExcelMust have excellent organizational, interpersonal and administrative skillsWork Environment/ConditionsMust be comfortable working in a shared space, with constant noise, without the use of a private office.Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.Physical DemandsWhile performing the duties of this job, the incumbent is regularly required to move 10lbs on a daily basis.Push, pull, and lift up to 50lbs on a weekly basis.

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