Front Office Manager

About the role

Park Hyatt Zurich is looking for an experienced Front Office Manager to lead its Front Office operations and deliver exceptional guest experiences. The ideal candidate has previous experience as a Front Office Manager, strong leadership and organizational skills and a guest-centric approach; experience in a luxury hotel is highly desirable.

Key responsibilities

• Ensure an exceptional, personalized guest experience across the entire guest journey, build relationships with VIP and repeat guests and handle complaints and service recovery.
• Analyze guest feedback and implement continuous improvement in line with Forbes and brand standards.
• Take overall responsibility for the Front Office and Guest Relations departments, including arrivals, departures, room allocation, cash handling, billing and guest requests, and optimize processes and workflows.
• Act as Manager-on-Duty when required.
• Lead, coach and develop the Front Office team, including recruitment, onboarding, training, performance evaluation and succession planning.
• Manage workforce planning, scheduling, productivity, labour and budget targets, and monitor departmental expenses, budgeting and forecasting.
• Analyze operational and financial KPIs and take optimization measures.
• Ensure compliance with hotel policies, brand standards, health and safety and regulatory requirements, and maintain financial controls such as cash handling, invoicing and credit policies.
• Work with Housekeeping, Reservations and Revenue Management, and collaborate with the Rooms Division Manager on guest satisfaction, service excellence, budget achievement and talent development.

Required profile

• Previous experience as a Front Office Manager.
• Strong leadership, organizational and team-motivation skills.
• Proven ability to drive service excellence and ensure efficient Front Office operations.
• Experience in a luxury hotel environment is highly desirable.