Hyatt Vacation Club at Highlands Inn
*Salary Range $68,000-$71,000 + bonus*
*Driving is required for this position; screening will be required.*
*This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.*
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. The position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process, ensuring guest and employee satisfaction and maximizing the financial performance of the department.
Candidate Profile
High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.
OR a 2‑year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major (no work experience required).
Core Work Activities
Maintaining Guest Services and Front Desk operations:
Manages day‑to‑day operations, ensuring quality standards and meeting customer expectations.
Develops goals and plans to prioritize, organize, and accomplish work.
Handles complaints, settles disputes, and resolves grievances.
Supervises staffing levels to meet service, operational, and financial objectives.
Communicates business objectives, expectations, and performance recognition to employees.
Monitors the impact of department operations on overall property financial goals.
Supporting Management of Front Desk Team:
Leads, influences, and encourages others; advocates sound financial/business decision making; demonstrates honesty/integrity.
Encourages mutual trust, respect, and cooperation among team members.
Acts as a role model for appropriate behaviors and excellent customer service.
Manages all day‑to‑day operations and understands employee positions.
Establishes collaborative relationships and ensures teamwork.
Supervises all areas of the Front Office in the absence of the Front Office Manager or Assistant Front Office Manager.
Ensuring Exceptional Customer Service:
Provides services that exceed expectations for customer satisfaction and retention.
Improves service through communication, guidance, and coaching.
Responds to guest problems and complaints; sets a positive example for guest relations.
Empowers employees to deliver excellent customer service and observes service behaviors.
Collects guest feedback on product, service levels, and overall satisfaction.
Emphasizes guest satisfaction during departmental meetings and focuses on continuous improvement.
Managing Projects and Policies:
Implements the customer recognition/service program; trains staff on credit policies to reduce bad debts.
Supervises same‑day selling procedures to maximize room revenue and control occupancy.
Ensures compliance with policies, standards, and procedures; administers property policies fairly and consistently.
Supports the Peer Review Process and disciplinary procedures per SOPs and LSOPs.
Supporting Human Resource Activities
Provides developmental support, coaching, and mentoring to improve employee knowledge and skills.
Solicits employee feedback, utilizes an open‑door policy, and reviews satisfaction results to address concerns.
Brings employee satisfaction issues to the attention of the department manager and Human Resources.
Assists with interviewing, hiring, and onboarding new team members.
Supports departmental orientation programs and employee progressive discipline procedures.
Additional Responsibilities
Provides information via telephone, email, or in person to supervisors and subordinates.
Analyzes information, evaluates results, and selects optimal solutions.
Updates executives, peers, and subordinates on relevant information in a timely manner.
Performs all front desk duties as necessary and runs shifts when required.
Participates in departmental meetings and consistently communicates clear goals to achieve results.
Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
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*Driving is required for this position; screening will be required.*
*This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.*
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. The position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process, ensuring guest and employee satisfaction and maximizing the financial performance of the department.
Candidate Profile
High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.
OR a 2‑year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major (no work experience required).
Core Work Activities
Maintaining Guest Services and Front Desk operations:
Manages day‑to‑day operations, ensuring quality standards and meeting customer expectations.
Develops goals and plans to prioritize, organize, and accomplish work.
Handles complaints, settles disputes, and resolves grievances.
Supervises staffing levels to meet service, operational, and financial objectives.
Communicates business objectives, expectations, and performance recognition to employees.
Monitors the impact of department operations on overall property financial goals.
Supporting Management of Front Desk Team:
Leads, influences, and encourages others; advocates sound financial/business decision making; demonstrates honesty/integrity.
Encourages mutual trust, respect, and cooperation among team members.
Acts as a role model for appropriate behaviors and excellent customer service.
Manages all day‑to‑day operations and understands employee positions.
Establishes collaborative relationships and ensures teamwork.
Supervises all areas of the Front Office in the absence of the Front Office Manager or Assistant Front Office Manager.
Ensuring Exceptional Customer Service:
Provides services that exceed expectations for customer satisfaction and retention.
Improves service through communication, guidance, and coaching.
Responds to guest problems and complaints; sets a positive example for guest relations.
Empowers employees to deliver excellent customer service and observes service behaviors.
Collects guest feedback on product, service levels, and overall satisfaction.
Emphasizes guest satisfaction during departmental meetings and focuses on continuous improvement.
Managing Projects and Policies:
Implements the customer recognition/service program; trains staff on credit policies to reduce bad debts.
Supervises same‑day selling procedures to maximize room revenue and control occupancy.
Ensures compliance with policies, standards, and procedures; administers property policies fairly and consistently.
Supports the Peer Review Process and disciplinary procedures per SOPs and LSOPs.
Supporting Human Resource Activities
Provides developmental support, coaching, and mentoring to improve employee knowledge and skills.
Solicits employee feedback, utilizes an open‑door policy, and reviews satisfaction results to address concerns.
Brings employee satisfaction issues to the attention of the department manager and Human Resources.
Assists with interviewing, hiring, and onboarding new team members.
Supports departmental orientation programs and employee progressive discipline procedures.
Additional Responsibilities
Provides information via telephone, email, or in person to supervisors and subordinates.
Analyzes information, evaluates results, and selects optimal solutions.
Updates executives, peers, and subordinates on relevant information in a timely manner.
Performs all front desk duties as necessary and runs shifts when required.
Participates in departmental meetings and consistently communicates clear goals to achieve results.
Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
#J-18808-Ljbffr