Front Office Manager

Company Overview: Hyatt Regency Green Bay is seeking a Front Office Manager.  Did you know we are located in the heart of downtown and home of the Green Bay Packers? The hotel is minutes away from major sporting events, cultural activities, entertainment, museums, and attractions.  We are the largest, full-service hotel in the market with 243 all-suite guest rooms and 80,000 square feet of space.

We believe our guests select Hyatt because of our caring and attentive colleagues who are focused on providing meaningful connections and memorable experiences. We are looking for a dynamic leader to join our fun, creative and innovative team. 

Position Summary: The Front Office Manager is responsible for overseeing all front desk operations, including guest services, colleague hiring and training, interdepartmental communication, team scheduling, and payroll. This role is expected to consistently deliver results that support the overall success of the hotel by meeting performance objectives, improving operational efficiency, and ensuring exceptional guest service. The Front Office Manager must demonstrate strong communication skills, effective leadership, and the ability to guide the team in a fast-paced environment.

Detailed Description:

• Ensure guests consistently receive exceptional service and memorable experiences.
• Promptly analyze, investigate, and resolve guest concerns and complaints.
• Collaborate with hotel leadership to achieve and exceed guest satisfaction goals.
• Maintain responsibility for front desk guest satisfaction scores and implement action plans to improve results.
• Maintain accurate knowledge of hotel rates, packages, specials, and promotions, and ensure team members are trained accordingly.
• Oversee room inventory management, rate accuracy, reservation monitoring, and guest room recovery.
• Review Night Audit reports daily and ensure proper follow-up.
• Train, coach, and develop Guest Service Representatives on front desk procedures, service standards, and hotel programs.
• Address performance issues through coaching, documentation, and disciplinary action.
• Conduct performance evaluations for front office team members.
• Ensure team members maintain proper uniform standards, including clean attire and visible name tags.
• Lead daily pre-shift meetings and monthly departmental meetings.
• Perform front desk tasks as needed to support service delivery and operational flow.
• Prepare weekly schedules for front office team members and ensure appropriate staffing levels to meet service needs.
• Provide timely, accurate, and professional reports as required.
• Support budget and labor planning efforts and manage within approved guidelines.
• Monitor expenses and operational efficiencies with the goal of maximizing revenue and profitability.
• Work effectively in a fast-paced environment while maintaining a positive and professional demeanor.
• Abide by all organizational policies and procedures.

Core Competencies:

• Customer focus – Building strong customer relationships and delivering customer-centric solutions.
• Drives engagement – Creating a climate where people are motivated to do their best to help the organization achieve its objectives.
• Drives results – Consistently achieving results, even under tough circumstances.
• Resourcefulness – Securing and deploying resources effe4ctively and efficiently.

Qualifications:

• Open availability — must be able to work morning, afternoon, and overnight shifts when needed
• 4 years of progressive hotel rooms management experience, preferred
• Demonstrated ability to effectively interact with individuals from diverse socioeconomic, cultural, disability, and ethnic backgrounds
• Strong leadership qualities including high energy, motivational ability, entrepreneurial mindset, and a commitment to exceptional guest service
• Proven ability to multi-task and prioritize in a fast-paced environment
• Clear, concise written and verbal communication skills
• Bilingual in Spanish, preferred
• Proficiency in Microsoft Word and Excel
• Excellent organizational, interpersonal, and administrative skills
• Ability to work independently and collaboratively within a team
• Strong problem-solving and decision-making skills
• Ability to handle confidential information with professionalism and discretion
• Familiarity with hotel PMS systems (e.g., Opera, OnQ, Lightspeed), preferred
• Ability to remain calm and effective during emergencies or high-pressure situations
• Most importantly, HAVE FUN!

Why Work for Hyatt?

• Discounted Room Nights for you, your friends and family
• Medical/Dental/Prescription/Vision Insurance
• Free Colleague Parking in Main Street Parking Garage
• Paid Time Off (PTO)
• Flexible Schedules
• 401(k) retirement savings with company match
• Free meals in our employee dining area
• Discounted meals in Pub and Market
• Career Growth and Advancement Opportunities. Hyatt believes strongly in promoting from within.

Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Hyatt is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.