Front Office Manager

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

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

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.