Front Office Manager
The Front Office Manager is responsible for driving operational excellence across the Front Office through training, development, onboarding, process improvement, and operational consistency. This leader partners with the Evening Managers, Assistant Director of Guest Experience and Director of Guest Experience to ensure all Front Office colleagues are equipped with the knowledge, tools, and support necessary to deliver exceptional guest experiences.
The Front Office Manager serves as the department's champion for colleague development and operational systems, including ownership of Opera PMS implementation, training initiatives, and continuous improvement efforts.
Essential Responsibilities
Leadership & Operations
- Provide leadership and support across all Front Office operations including Boardwalk Inn, Sweetgrass Inn, Guest Experience and Valet.
- Coach and mentor Front Office leaders and colleagues.
- Maintain operational consistency across all shifts.
- Support daily operations during peak business periods as needed.
Training & Development
- Lead onboarding for all new Front Office colleagues.
- Develop and maintain departmental training plans.
- Coordinate retraining initiatives based on performance opportunities.
- Ensure SOPs are current and consistently followed.
- Build leadership development plans for supervisors and agents.
Opera PMS Champion
- Serve as the department expert and champion for Opera PMS.
- Coordinate implementation, testing, and ongoing training.
- Partner with Hyatt and property leadership on system enhancements.
- Develop department job aids and training materials.
Quality & Continuous Improvement
- Review Medallia, guest surveys, and service recovery trends.
- Identify opportunities for operational improvements.
- Conduct quality audits and compliance reviews.
- Monitor Hyatt brand standards and Forbes service expectations.
Administrative Leadership
- Assist with hiring and onboarding.
- Participate in performance management.
- Support departmental projects and strategic initiatives.
- Partner with Human Resources on colleague development.