Position Overview:
The ideal candidate will inspire and lead the Front Office team, oversee daily operations, and ensure every guest receives warm, attentive, efficient, and exceptional service from arrival through departure. We are looking for a hospitality leader who thrives in a fast-paced environment, takes pride in developing talent, and is passionate about delivering outstanding guest experiences while bringing the Hyatt Centric brand to life.
Key Responsibilities:
- Oversee all daily Front Service operations, including guest arrivals and departures, reservations, room assignments, and guest inquiries, ensuring a seamless and welcoming experience.
- Lead by example, setting the standard for warm, attentive, courteous, and personalized guest service.
- Ensure all Front Service procedures consistently meet hotel policies, brand standards, and operational expectations.
- Proactively address guest concerns, complaints, and special requests with professionalism, urgency, and a solutions-oriented approach.
- Maintain accurate guest profiles, billing records, payment processing, cash handling, and daily financial reconciliations.
- Partner closely with Housekeeping, Engineering, and other departments to ensure room readiness, effective communication, and overall guest satisfaction.
- Identify opportunities to enhance service delivery, improve operational efficiency, and elevate the overall guest experience.
- Recruit, hire, train, schedule, and supervise Front Desk Associates, building a knowledgeable, motivated, and service-driven team.
- Foster a positive, collaborative work environment that encourages teamwork, accountability, and professional growth.
- Monitor associate performance, provide ongoing coaching and constructive feedback, and recognize outstanding contributions.
- Promote open communication and ensure employee and guest concerns are actively heard, understood, and appropriately addressed.
- Lead departmental meetings and ensure associates participate in all required hotel training and development programs.
- Effectively manage multiple priorities and departmental responsibilities while meeting operational deadlines.
- Demonstrate strong organizational skills, sound judgment, and effective problem-solving abilities.
- Maintain a professional, approachable, and service-oriented demeanor in all interactions with guests, associates, and leadership.
- Attend all required hotel meetings, training sessions, and leadership initiatives.
- Utilize hotel technology and reporting systems to support daily operations and maintain departmental efficiency.
Job Requirements & Qualifications
- Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
- 3–5 years of experience in hotel Front Desk or Guest Services operations, including at least 1–3 years in a supervisory or leadership capacity.
- Proven ability to lead, motivate, and develop a team in a fast-paced hotel environment.
- Exceptional guest service, communication, and interpersonal skills.
- Strong conflict resolution, decision-making, and problem-solving abilities.
- Excellent organizational skills with the ability to multitask, prioritize, and manage competing deadlines.
- Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, and Teams.
- Experience with Opera Cloud systems preferred.
- A genuine passion for hospitality and a commitment to creating memorable guest experiences.
Due to the cyclical nature of the hospitality industry, management may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel.
Annual Salary: $82,000 - $92,000 + Discretionary Bonus Plan
About Hyatt Centric
Located near Pier 39, Hyatt Centric Fisherman's Wharf hosts 316 spacious, nautically themed rooms and suites with comfy Hyatt Grand Beds and is one of the best ways to experience the city by the bay. As part of the EOS Hospitality Group, we believe in Shared Accountability, Humility & Kindness, Creative Problem Solving, Collaboration & Community and Do Well and Do Good. Hyatt Centric offers competitive salaries and robust benefit plans.
Management Benefits:
- Tiered Medical Plans- Cigna or Kaiser
- Plans include Chiropractic & Acupuncture
- Long Term Disability
- Tiered PPO Dental Plans
- Voluntary Supplemental Medical Plans
- Vision
- Paid Holidays
- Employee Assistance Program
- PTO and Sick Pay
- Flexible Spending Account (FSA)
- 401K Matching Program
- Life & AD&D Insurance
- On-site parking
- Pre-Tax Commuter
Important Notice:
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Hyatt Centric is an Equal Opportunity Employer without regard to people formerly experiencing homelessness, race, color, creed, gender, gender expression, gender identity, religion, marital status, registered domestic partner status, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, age, veteran status, national origin or ancestry, political affiliation, physical or mental disability, medical condition including genetic characteristics, or any other consideration made unlawful by federal, state, or local laws. Hyatt Centric hiring policies require a background check for all applicants working directly with at-risk populations.