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.

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.