Front Office Manager

Summary

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.

Hyatt Regency Vancouver is seeking a dedicated, experienced, customer service oriented professional to join the Rooms division as Front Office Manager.

This position reports to the Hotel Director of Operations and Assistant Director of Operations. The Front Office Manager (FOM) oversees Assistant Front Office Managers, Front Desk Hosts, Guest Service Agents, and Switchboard Operators. The FOM is responsible for all aspects of front desk operations, including staff training, scheduling, and inter-departmental communications. The role requires strong leadership and communication skills, with the ability to coach and develop team members. In addition to managing Front Office and Guest Services personnel, the FOM responds promptly and professionally to guest requests and complaints, ensuring timely resolution and a consistently high level of guest satisfaction.

**Salary range: $80,000 - $85,000**

In the spirit of respect, reciprocity and truth, we gratefully honor and acknowledge that the lands on which we have the privilege to live and work are part of the traditional, ancestral, and unceded territory of the Coast Salish Peoples (xʷməθkʷəy̓əm (Musqueam), skwxwú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Nations). Finally, we acknowledge all Nations - Indigenous and non - who live, work and play on this land, and who honor and celebrate this territory. This sacred gathering place provides us with an opportunity to engage in and demonstrate leadership on reconciliation.

We welcome colleagues and guests from all over the world, and we know that bringing diverse perspectives and underrepresented voices into the conversation strengthens our organization. There is no room for racism, discrimination or hatred of any kind at Hyatt Hotels.

**Duties include but not limited to**:
**Strategic Leadership & Operations**
- Develop and implement short
- and long-term strategies to elevate guest satisfaction, team performance, and financial results.
- Contribute to hotel revenue strategy by aligning room inventory, upselling programs, and pricing initiatives with Revenue Management and Sales.
- Direct, plan, and manage all Front Office operations, including PBX, Front Desk, and Guest Services.
- Shape brand positioning through consistent delivery of Hyatt service culture, ensuring the hotel remains competitive in the market.
- Develop succession planning within the department to strengthen leadership pipelines and reduce turnover risk.
- Prepare and manage departmental budgets, payroll, and labor productivity in line with business goals.
- Establish service standards, policies, and procedures in alignment with brand expectations. Analyze guest feedback and resolve issues promptly to maintain high satisfaction scores.
- Implement service recovery processes and follow up on guest concerns.

**People & Culture**
- Foster a culture of engagement, recognition, and accountability.
- Recruit, mentor, coach, and develop colleagues across PBX, Front Desk, and Guest Services.
- Conduct performance evaluations and support career growth for team members.

**Cross-Departmental Collaboration**
- Work closely with Housekeeping, Engineering, Security, and F&B to ensure seamless operations.
- Serve as a key liaison for VIPs, groups, and events requiring special Front Office coordination.
- Represent the department in hotel leadership meetings, Health & Safety Committee, and community/green initiatives.

**Qualifications**:
**Qualifications**
- Demonstrated ability to interact effectively with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds.
- Minimum 4 years of progressive hotel Rooms Management experience, including at least 2 years in a management role within the Rooms Division.
- Strong people management skills, including team leadership, coaching, mentoring, and performance development.
- Flexible to work various shifts, including weekends and holidays, with early morning and/or evening hours as required by business needs.
- Service-oriented with professional presentation skills and a high standard of personal conduct.
- Strong leadership qualities, including high energy, entrepreneurial mindset, motivational ability, and effective communication.
- Proven ability to deliver exceptional customer service while driving operational and financial performance.
- Clear and concise written and verbal communication skills in English; knowledge of a second language is an asset.
- Proficient in Microsoft Word and Excel; knowledge of Opera or other guest check-in systems is an asset.
- Excellent organizational, interpersonal, and administrative skills.