Job description

Come join our team at the Hyatt Highlands Inn in Carmel, CA!

Director of Front Office - JOB SUMMARY

JOB SUMMARY:

This position reports to the Director of Operations.

The Director of Front Office & Revenue Management is responsible for providing direction to the property team in order to maximize RevPAR and RevPAR Index through the management of room inventories, market mix and pricing strategies. In addition, ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

CORE WORK ACTIVITIES:

• Perform as Primary Manager on duty able to resolve all guest issues.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Monitoring and understanding the pricing of competitors, the dynamics of the local market, and demand generators
• Analyzing and reviewing monthly and weekly STAR Report results, understanding gains or losses of RevPAR Index and applying this knowledge to impact and predict future results
• Managing group cut-off dates and block shortfalls and overages
• Training sales and front office teams to understand revenue management principles and the roles they play
• Utilizes revenue management software to track market trends and adjust rates as needed.
• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

Job Type: Full-time

Pay: $90,000.00 - $105,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Holidays
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Carmel, CA 93923: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

Experience:

• Hotel Front Office: 2 years (Preferred)
• Management: 1 year (Preferred)

Work Location: In person

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