FRONT OFFICE MANAGER

Independence, MO, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Weekend Shifts

Job Description

Hotel Kansas City is a distinguished luxury hotel located in the historic Kansas City Club building, a landmark that boasts over a century of rich history as a premier social meeting place. This upscale establishment harmoniously blends the charm and elegance of a historic social club with modern luxury to offer guests a truly unique and memorable experience. With 144 beautifully appointed guest rooms, Hotel Kansas City delivers a welcoming and sophisticated environment that caters to both leisure and business travelers. The hotel features a variety of exceptional dining and nightlife options, including the Town Company, a renowned Farm-to-Table restaurant; Nighthawk, a vibrant live music venue and cocktail bar; The Lobby Market, offering breakfast and coffee; and The Classic, a lobby lounge designed for social mingling among locals and guests alike. For event planning and gatherings, the hotel presents 20,000 square feet of versatile meeting space, which includes historic ballrooms and a spacious 3,000 square foot rooftop event patio, perfect for a multitude of occasions.

As a Front Office Manager at Hotel Kansas City, you will play a crucial role in maintaining the high standards of service and guest satisfaction that Hyatt brands are known for. Reporting to the Assistant Director of Facilities and Room Operations, your primary responsibility will be to oversee all front desk operations, from staff training and scheduling to facilitating smooth inter-department communication. Your role is vital in ensuring that guests receive efficient, caring service and that any issues or requests are addressed promptly and effectively. You will be the leader who sets expectations, manages resources, and coaches team members to uphold Hyatt’s renowned service standards.

This role requires someone with a strong service orientation, exceptional communication skills, and the ability to prioritize and manage multiple tasks efficiently. The position involves flexible working hours, including evenings, overnights, and weekends, to meet business needs and maintain seamless front office operations. The ideal candidate will have extensive experience in hotel room management and a proven track record of being a motivational leader who can inspire and guide their team in a dynamic hospitality environment. Moreover, your proficiency with front office technologies and software like Opera and Colleague Advantage will be critical in supporting operational excellence. At Hotel Kansas City, you will have the opportunity to be part of a historic landmark with a vibrant culture, contributing to unforgettable guest experiences while growing your career within the Hyatt network.

Job Requirements

High school diploma or equivalent
Minimum 4 years progressive hotel rooms management experience
At least 2 years progressive management experience within the rooms division
Proficient with front office software and MS Office
Strong interpersonal and communication skills
Ability to work flexible hours including evenings, overnights, and weekends
Ability to lift, push, or pull up to 15 lbs
Commitment to guest service excellence
Ability to resolve guest complaints with professionalism
Ability to maintain excellent communication with housekeeping and other departments

Job Qualifications

Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
4 years or more of progressive hotel rooms management experience (typically with Hyatt)
Service oriented style with professional presentation skills
At least 2 years progressive management experience within the rooms division of a hotel
Hotel/hospitality degree an asset
Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
Great communicator (written and verbal), listener, and does not lose eye for detail
Proven ability to work through and/or resolve conflict with urgency, integrity, and care, while sustaining collaborative and respectful working relationships with coworkers
Capable of producing consistent results in a timely manner, while managing competing priorities using available resources and support
Proficiency with computers and software systems including but not limited to data entry, word processing and spreadsheets (Microsoft Office), collaboration and virtual meeting tools (MS Teams, Slack), and other front office software (Opera, Colleague Advantage)
Ability to lift, push, pull up to 10 - 15 lbs., in an office environment setting, as well as traverse multiple levels of the building via stairs or elevator

Job Duties

Responsible for short and long term planning and the management of the hotel’s front office operations
Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
Maintain guest room inventory
Coach and counsel employees to reflect Hyatt service standards and procedures
Perform all tasks of a front office staff as needed to facilitate service
Ensure all operations and cash handling are done per policies and procedures
Maintain excellent communication and collaboration with the housekeeping department and leadership
Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas
Analyze, investigate, and resolve guest complaints
Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
Insure proper staffing levels for customer service goals