Summary:Hyatt Regency Bellevue on Seattle's Eastsidewelcomes you to lead with our Front Office Team, as our
Front Office Manager. Here you will have an opportunity to be instrumental in the guest and colleague experience, leading our Front Office & Guest Services Operations!
The Front Office Manager reports to the Director of Operations and is responsible for the overall operation, service delivery, colleague development, and performance of the Front Office Departments. This role oversees Front Desk and Guest Services operations, including Bell and Concierge, while partnering closely with Security, Valet, Door, Housekeeping, Engineering, and other hotel departments to ensure a seamless guest experience.
The Front Office Manager is a highly visible and hands-on leader who sets the tone for the guest experience from arrival through departure. This position requires exceptional customer service, strong service-recovery skills, sound operational judgment, and the ability to lead and develop a team that is early in its hospitality career. The successful candidate will be an active coach, mentor, and role model who builds confidence, accountability, and pride within the team.
Key priorities include delivering exceptional and personalized guest service, strengthening service recovery, ensuring consistent Front Office standards, developing colleagues and future leaders, improving guest satisfaction and loyalty performance, supporting colleague engagement and team satisfaction, and maintaining the high standards expected of one of the best-regarded hotels in the Seattle market.
Duties Include:- Lead the short- and long-term planning and daily management of the hotel's Front Office and Guest Services operations.
- Oversee Front Desk and Guest Services functions.
- Direct, develop, and hold accountable the Front Office leadership team and colleagues.
- Establish and maintain consistent standards for arrival, check-in, stay, departure, guest communication, cash handling, and service delivery.
- Ensure that guests receive warm, efficient, personalized, and consistent service throughout their stay.
- Maintain a visible leadership presence in the lobby and throughout the hotel.
- Model exceptional customer service and empower colleagues to resolve guest needs within established guidelines.
- Respond to guest concerns, complaints, and service-recovery opportunities with urgency, empathy, professionalism, and sound judgment.
- Review guest feedback, service trends, loyalty feedback, internal guest satisfaction scores, and other performance indicators to identify opportunities for improvement.
- Develop and implement service-recovery practices that restore guest confidence and strengthen the overall guest experience.
- Coach, counsel, recognize, and develop colleagues in alignment with Hyatt service standards, values, and enterprise leadership expectations.
- Provide consistent training, mentoring, feedback, and performance support to colleagues at all stages of their careers.
- Create and maintain an environment where colleagues feel welcomed, supported, empowered, and motivated to deliver exceptional service.
- Build colleague confidence through effective onboarding, role modeling, skills training, cross-training, and ongoing development.
- Identify and develop emerging leaders within the Front Office and Guest Services teams.
- Develop staffing plans that support service standards, operational needs, business volume, and colleague satisfaction.
- Effectively manage labor productivity and departmental labor within approved budgets and operational goals.
- Review schedules, payroll, timekeeping, forecasts, staffing levels, and operating expenses for the Front Office Department.
- Ensure accurate cash handling, banking, audit controls, guest adjustments, room charges, and other Front Office financial procedures.
- Maintain strong communication and coordination with Security, Valet, Door, Housekeeping, Engineering, Food and Beverage, Sales, Events, and other hotel departments.
- Partner closely with Security regarding incidents, investigations, emergency response, safety concerns, and matters affecting guests or colleagues.
- Partner closely with Valet and Door teams to support a welcoming, organized, and efficient arrival and departure experience.
- Monitor arrivals, departures, room availability, VIPs, groups, special requests, loyalty members, and anticipated service challenges.
- Ensure Front Office and Guest Services colleagues are knowledgeable about hotel facilities, local attractions, transportation, dining, events, and other resources that support the guest experience.
- Develop and implement procedures that improve service, efficiency, colleague engagement, and guest satisfaction.
- Apply Agile Ways of Working by setting clear priorities, creating opportunities for colleague input and feedback, addressing barriers quickly, testing and refining operational solutions, and adapting plans in response to guest needs, business conditions, and colleague feedback.
- Encourage thoughtful, creative, and out-of-the-box thinking while maintaining Hyatt standards, operational discipline, and sound financial judgment.
- Participate in the Manager on Duty program, including weekend, evening, holiday, and high-occupancy coverage as needed.
- Participate in leadership meetings, training, property initiatives, operational projects, and process-improvement efforts.
- Ensure compliance with Hyatt policies, procedures, brand standards, safety requirements, and applicable laws and regulations.
- Perform other duties and responsibilities as assigned by hotel leadership.
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive or finite list of all responsibilities, duties, skills, or requirements.
The salary range for this position is $80,180.00 to $109,800. Decisions regarding individual salaries will be based on a number of factors, including experience, qualifications, education, and budget. The anticipated budget for this position is $90,000 - $98,000 annual salary. As a colleague, we have you covered with amazing benefits and perks! Benefits- Medical, after 30 days of employment
- Vision Insurance
- Dental Insurance
- 401(k) & Retirement Savings Plan (RSP)
- Basic Life Insurance
- Short Term Disability Insurance
- New Child Leave & Adoption Assistance
- Paid Time Off:
- Full-Time Colleagues:
- 11 days (88 hours) earned for having 0 - 3 years of service
- 16 days (128 hours) earned for having 4 - 8 years of service
- 21 days (168 hours) earned for having 9+ years of service
- (6) Paid Holidays per year
- (6) Sick Days (earned based on hours worked)
- Compassionate Leave
- Jury Duty Leave
Perks- Employee Assistance Program
- Free parking
- Discounted Rooms at any participating Hyatt location starting on your first day of employment
- Up to 12 complimentary rooms at any participating Hyatt location after 90 days of service*
- Free colleague meals during shift
- Hyatt Colleague discount program
- Tuition Reimbursement*
- ORCA Pass subsidy*
*Eligibility requirements may apply
Qualifications:- Three years or more of progressive hotel Front Office, Guest Services, or Rooms Management experience, typically with Hyatt.
- Demonstrated leadership experience overseeing Front Office, Guest Services, Bell, Concierge, or related hotel operations.
- Strong understanding of Front Desk and Guest Services standards, guest arrival and departure processes, service recovery, cash handling, room assignments, loyalty programs, and hotel systems.
- Proven ability to deliver exceptional customer service and improve guest satisfaction and service performance.
- Demonstrated ability to train, coach, mentor, motivate, and develop colleagues, particularly those early in their hospitality careers.
- Proven ability to build a positive culture and improve colleague engagement and team satisfaction.
- Demonstrated understanding of labor productivity, staffing models, scheduling, budgets, payroll, cash controls, and departmental financial performance.
- Strong service-recovery, problem-solving, conflict-resolution, and decision-making skills.
- Demonstrated ability to remain calm, organized, and professional during difficult or rapidly changing situations.
- Exceptional attention to detail and commitment to consistent operational standards.
- Knowledge of, or interest in learning and applying, Agile Ways of Working.
- Ability to think creatively and implement practical solutions to improve the guest and colleague experience.
- Ability to effectively collaborate with Security, Valet, Door, Housekeeping, Engineering, Food and Beverage, Events, and other hotel departments.
- Ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds.
- Service-oriented leadership style with professional presentation skills.
- High energy, strong organizational skills, and a genuine desire to satisfy the needs of others.
- Effective communicator with excellent interpersonal and administrative abilities.
- Clear, concise written and verbal communication skills in English.
- Strong digital fluency, including the ability to work with complex spreadsheets, presentations, documentation, operational systems, and emerging technologies.
- Knowledge of or interest in using artificial intelligence and other digital tools to improve efficiency, analysis, communication, and decision-making.
- Ability to learn and effectively use new technology and systems.
- Ability to work weekends, holidays, evenings, and variable shifts as required.
- Hotel or hospitality degree preferred.
