We are seeking a highly motivated and experienced professional to join our team as a Front Desk Manager at Hyatt Place LAX El Segundo. In this role, you will be responsible for overseeing the front office operations at our property and ensuring the highest level of guest satisfaction. You will play a critical role in delivering exceptional service and leading a team that strives for excellence in all aspects of guest relations.
Responsibilities:
Leading Guest Services Team
Utilize interpersonal and communication skills to lead, influence, and encourage the team; advocate sound financial/business decision-making; demonstrate honesty and integrity, and lead by example.
Encourage and build mutual trust, respect, and cooperation among team members.
Serve as a role model to demonstrate appropriate behaviors and supervise daily operations, ensuring team members meet or exceed guest service expectations.
Manage and oversee the Front Desk team, ensuring that each staff member is trained, supported, and motivated to provide excellent service.
Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
Recognize and celebrate employee successes, and ensure performance expectations are communicated clearly.
Maintaining Guest Services and Front Desk Goals
Achieve and exceed performance goals, including budget, team goals, and guest satisfaction targets.
Manage daily operations, ensuring the quality, standards, and customer expectations are consistently met.
Keep the team focused on key operational components to drive guest satisfaction and meet financial goals.
Conduct regular department meetings and provide clear and consistent messaging to team members regarding Front Desk goals.
Ensure adequate staffing levels to meet guest service needs, operational requirements, and financial targets.
Monitor and manage controllable expenses to stay within budgeted goals.
Managing Projects and Policies
Ensure compliance with all Front Desk policies, standards, and procedures.
Administer property policies consistently, ensuring disciplinary actions are handled according to SOPs.
Support the Peer Review process to maintain a positive work environment.
Ensuring Exceptional Customer Service
Provide services that exceed guest expectations, enhancing customer satisfaction and retention.
Act as the Service Champion for the Front Desk, fostering a positive guest experience.
Empower employees to deliver outstanding customer service and resolve guest issues promptly and professionally.
Monitor and review guest feedback, including comment cards and satisfaction surveys, to identify areas for improvement.
Handle guest complaints and issues with professionalism, ensuring solutions that enhance the overall experience.
Qualifications:
4+ years of experience in Front Office Management or related roles. (Required)
2 + years of Hyatt Experience (Required)
Experience using Opera and Colleague Advantage (Required).
Strong leadership and interpersonal skills to effectively manage a diverse team.
Excellent communication, customer service, and problem-solving abilities.
Solid knowledge of hotel operations, including front office procedures, reservation systems, and revenue management.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Proficiency in hotel management software and Microsoft Office Suite.
Attention to detail and a commitment to delivering exceptional service.
Flexibility to work weekends, evenings, and holidays as required.
Join our team at Hyatt Place LAX El Segundo and be part of an exciting, dynamic work environment that values excellence, collaboration, and exceptional guest service!