Director of Front Office

Based in downtown Milwaukee, Hyatt Regency Milwaukee (managed by Rebel Hotel Company) offers a platform for leadership that shapes Front Office operations and guest experiences. With 481 guestrooms and more than 33,000 square feet of flexible meeting and event space, the property serves a steady mix of group, business, and leisure travelers. This role blends strategic oversight with hands-on leadership, supported by a culture that prioritizes accountability, collaboration, inclusion, and continuous improvement. You will be part of a visible leadership presence, participate in the Manager-on-Duty program, and champion Hyatt's purpose of Caring for People So They Can Be Their Best in every guest interaction.

Responsibilities

• Lead and develop a high‑performing Front Office leadership team, including two Front Desk Managers, Overnight Manager, Gift Shop Manager, Facilities Coordinator, and other Front Office leaders.
• Provide strategic direction for all Front Office operations while fostering accountability, collaboration, inclusion, and continuous improvement.
• Recruit, hire, onboard, and retain top hospitality talent; conduct performance evaluations and succession planning to grow future leaders.
• Maintain a visible leadership presence across the hotel and participate in the Manager-on-Duty program.
• Deliver exceptional guest experiences by living Hyatt's Caring for People So They Can Be Their Best, ensuring smooth arrivals and departures, VIP touches, and meaningful World of Hyatt member recognition; lead service recovery with professionalism and urgency.
• Monitor Medallia feedback and operational trends to continually enhance guest satisfaction and loyalty; cultivate a culture where colleagues anticipate guest needs and consistently exceed expectations.
• Oversee daily Front Desk, Guest Services, Bell Services, Guest Communications (PBX), and Gift Shop operations; manage staffing, scheduling, payroll, labor productivity, and departmental expenses.
• Partner with Housekeeping to maximize room readiness and smooth guest arrivals; collaborate with Engineering, Revenue Management, Sales & Events, and Food & Beverage to ensure seamless operations.
• Ensure compliance with Hyatt brand standards, cash handling controls, and audit requirements; lead efforts related to World of Hyatt enrollment, elite member recognition, and guest loyalty initiatives.
• Foster continuous learning and professional development; maintain readiness for Hyatt Quality Assurance, Brand Compliance, and operational audits.
• Build strategic partnerships across departments and with external vendors to optimize guest service and operational performance.
• Drive financial performance by developing and managing department budgets, monitoring payroll and labor productivity, controlling expenses, and supporting revenue optimization through efficient inventory management and upselling initiatives.

Technologies you will work with

• Medallia
• World of Hyatt
• PBX