FRONT OFFICE MANAGER at Hyatt Regency Morristown at Headquarters Plaza in Morristown, NJ, US
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Job Description
Summary Join our amazing team at Hyatt Regency Morristown which is situated in the heart of downtown Morristown’s historical district near George Washington’s Headquarters, The Morris Museum, and Fosterfields Living Historical Farm. Our newly renovated hotel features 256 guestrooms including 50 spacious studio suites. With more than 31,000 square feet of revitalized meeting and banquet space, the hotel provides premier meeting experience in the Tri-State area. At 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 proud to offer exceptional corporate benefits which include: Annual allotment of free hotel stays at Hyatt hotels globally Work-life benefits including wellbeing initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption Paid Time Off, Medical, Dental, Vision, 401K with company match Free parking and a free meal The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities. In addition to assisting in the operation of the Front Office operation and guest services personnel, this position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction. Duties include: Responsible for short and long term planning and the management of the hotel’s Front Office operations Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans Maintain guest room inventory Coach and counsel employees to reflect Hyatt Service Standards and Procedures Perform all tasks of a Front Office Staff as needed to facilitate service Ensure all operations and cash handling are done per policies and procedures Maintain excellent communication with the housekeeping department Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas Analyze, investigate, and resolve guest complaints Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables Insures proper staffing levels for customer service goals Coach and counsel employees to reflect Hyatt service standards and procedures Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it’s career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you. This is not your typical career opportunity. This is the Hyatt Touch. Play Play 00:00 * 01:58 Mute Settings Enter fullscreen Qualifications Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds 4 years or more of progressive hotel Rooms Management experience (typically with Hyatt) With opening hotels, previous hotel pre-opening experience preferred Service oriented style with professional presentations skills At least 2 years progressive management experience within the Rooms Division of a hotel Hotel/Hospitality degree an asset Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line Clear concise written and verbal communication skills in English Must be proficient in Microsoft Word and Excel Must have excellent organizational, interpersonal and administrative skills
AI Powered Job Insights
Exciting opportunity for a Front Office Manager at Hyatt Regency Morristown! This role is perfect for individuals who thrive in a dynamic hotel environment and are passionate about providing exceptional guest experiences. 📍 Location: Morristown, NJ 💼 Position: Front Office Manager ⏰ Type: Full-time 📅 Date Posted: 2024-11-23 Role Summary: - The Front Office Manager oversees all front desk operations, ensuring that staff are trained, operations are smooth, and guest satisfaction is prioritized. - This position requires strong leadership and communication skills, as well as a passion for hospitality. What You'll Do: - Manage daily front office activities, including staff scheduling and inter-departmental communication. - Assist in developing budgets and labor cost plans for front office operations. - Coach staff to meet Hyatt's service standards and handle guest complaints effectively. - Maintain clear communication with the housekeeping department and ensure proper staffing levels. - Address guest requests promptly and in a friendly manner to guarantee satisfaction. What's Needed: - A minimum of 4 years of progressive hotel Rooms Management experience, preferably within Hyatt. - Strong service-oriented style with exemplary professional presentation skills. - Proven track record in managing a hotel front office environment, preferably with pre-opening experience. - Excellent organizational and interpersonal skills, and proficiency in Microsoft Word and Excel. - Must be able to communicate clearly with diverse backgrounds and provide exceptional customer service.
Top Interview Questions
- Q: Can you describe your approach to managing a diverse team in a fast-paced hotel environment?
A: I believe in fostering an inclusive workplace where every team member feels valued. My approach involves understanding each individual's strengths and weaknesses, communicating openly, and providing targeted training. I regularly hold team meetings to ensure everyone is aligned with our goals and encourage feedback to create a supportive environment, which ultimately enhances guest service.
- Q: How do you prioritize tasks during peak check-in and check-out times?
A: I prioritize tasks by assessing the urgency and impact on guest satisfaction. During peak times, I ensure that check-ins are streamlined through efficient delegation of front desk tasks while keeping communication open with housekeeping to manage room availability. I also keep a calm demeanor and motivate my team to stay focused on service excellence, ensuring guests feel welcomed even during busy periods.
- Q: Describe a situation where you successfully handled a guest complaint. What steps did you take?
A: In a previous role, a guest was upset due to a housekeeping oversight in their room. I first listened actively to their concerns, empathized with their experience, and then assured them I would resolve it immediately. I arranged for housekeeping to clean the room right away while offering the guest a complimentary meal as a goodwill gesture. Following up afterwards ensured they felt valued, which ultimately turned their experience into a positive one.
- Q: What strategies do you implement to ensure effective communication between the front office and housekeeping departments?
A: I enforce regular coordination meetings between the front office and housekeeping staff to review occupancy updates and any special requests from guests. Moreover, I promote the use of digital communication tools that enable real-time updates on room status. Having clear protocols for handling changes like unexpected check-ins or special requests also helps maintain transparency and operational flow.
- Q: What specific metrics do you track to measure the success of front office operations, and how do you use this data for improvement?
A: I track metrics such as guest satisfaction scores, average response time to guest inquiries, and staff turnover rates. By analyzing trends in guest feedback, I can identify areas needing improvement, such as response time or training needs. Regularly reviewing financial data related to occupancy and revenue helps inform budget adjustments and staffing decisions, ensuring we remain efficient and guest-focused.
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Salary Benefits
$46959 - $59461 /year
Want to apply directly?
Apply for the FRONT OFFICE MANAGER position at Hyatt Regency Morristown at Headquarters Plaza in Morristown, NJ, US using https://www.indeed.com/viewjob?jk=e3b450812f91ccc9
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