Job Description: Director of Front Office

Hyatt Regency Schaumburg, IL

Position Summary

The Director of Front Office oversees the daily operations of the Front Desk, Guest Services, PBX, Bell/Door, and Night Audit teams. This role ensures an exceptional guest experience while maintaining Hyatt brand standards, maximizing departmental efficiency, and driving guest satisfaction scores. The Director provides strong leadership, manages financial performance, and partners closely with other department heads to support smooth hotel operations.

Key Responsibilities

Guest Experience & Service Excellence

• Lead all Front Office operations to deliver a warm, welcoming, and efficient guest experience.

• Resolve guest escalations promptly and professionally, ensuring service recovery and follow-up.

• Monitor guest feedback through Medallia, TripAdvisor, and other channels to identify improvement opportunities.

• Ensure all colleagues adhere to Hyatt brand and service standards at every guest touchpoint.

Leadership & Team Development

• Directly oversee Front Desk, Guest Services, Bell/Door, PBX, and Night Audit teams.

• Recruit, train, coach, and develop team members to maintain a high-performing, engaged workforce.

• Conduct regular staff meetings, performance evaluations, and ongoing departmental training.

• Foster a positive, inclusive, and service-driven work culture.

Operational Management

• Develop, implement, and monitor departmental SOPs to ensure consistent operations.

• Oversee scheduling, labor forecasting, and payroll accuracy to meet budget and occupancy demands.

• Ensure full compliance with safety, security, brand, and regulatory requirements.

• Coordinate closely with Housekeeping, Engineering, Sales, and Food & Beverage to support hotel-wide operations.

Financial & Administrative Responsibilities

• Manage departmental budget, labor costs, and operational expenses.

• Review daily operations reports (ADR, occupancy, revenue, no-shows, adjustments, etc.).

• Approve rate changes, complimentary rooms, and accounting adjustments in accordance with hotel policies.

• Support revenue-driving initiatives and maintain strong cost controls.

Technology & Systems

• Oversee effective use of hotel systems including Opera PMS, LMS, POS, HotSOS, Medallia, and mobile check-in/out tools.

• Ensure accurate posting, billing, and compliance with auditing procedures.

• Support continuous improvement in digital guest experience and system efficiency.

Qualifications

• Minimum 3–5 years of Front Office leadership experience at a full-service or upper-upscale hotel; Hyatt experience preferred.

• Strong knowledge of hotel operations, service standards, and guest satisfaction metrics.

• Excellent communication, leadership, and conflict-resolution skills.

• Proficiency in Opera PMS and Hyatt systems highly desirable.

• Ability to work flexible hours, including weekends and holidays, based on business needs.

• Bachelor’s degree in Hospitality Management or related field preferred.

Physical Requirements

• Ability to stand for extended periods.

• Ability to lift up to 25 lbs as needed.