Assistant Operations Manager| Full Benefits Included
Hispanic Alliance for Career Enhancement, San Francisco, CA, United States
The Assistant Operations Manager (Front Office Focus) supports daily hotel operations with primary responsibility for front desk performance, guest experience, and service recovery. This role partners closely with Housekeeping to ensure room readiness, cleanliness standards, and smooth communication across the Rooms Division. The ideal candidate is a strong front office leader who can step in to support housekeeping operations when needed, especially during peak occupancy, staffing gaps, and high-volume arrivals.
Front Office Leadership (Primary Focus)
Lead daily front desk operations to ensure smooth check‑in/check‑out, accurate billing, and consistent brand standards.
Oversee guest recognition (VIPs, loyalty members), arrivals planning, special requests, and service recovery follow‑through.
Coach and support colleagues on guest engagement, conflict resolution, and creating elevated, personalized experiences.
Ensure compliance with cash handling, key control, data privacy, and safety/security procedures.
Monitor performance metrics (guest satisfaction, wait times, enrollment/recognition, upselling) and drive improvement actions.
Rooms Division Coordination & Housekeeping Support (Secondary Focus)
Partner with Housekeeping leadership to align on room status priorities, early arrivals, group turns, and out‑of‑service updates.
Help communicate and execute daily room readiness plans, including rush rooms, stayovers, and special cleaning requests.
Provide operational support to Housekeeping as needed (e.g., coordinating room checks, expediting linen/amenities, assisting with room inspections or dispatching support).
Support quality assurance efforts by helping identify and escalated guestroom or public space concerns, ensuring timely resolution.
Guest Experience & Service Recovery
Handle escalated guest issues with professionalism and urgency; document and trend concerns to prevent recurrence.
Maintain visible leadership presence in lobby/front desk areas during peak business periods.
Collaborate with Engineering, Security, and Housekeeping on quick resolutions that protect guest satisfaction.
Team Leadership & Development
Assist with onboarding and training for front desk and cross‑functional operations processes.
Support scheduling, shift coverage, daily line‑ups, and clear handoffs between shifts and departments.
Promote an inclusive, positive team culture focused on service excellence and accountability.
Operational & Financial Performance
Support revenue opportunities through upselling, room type optimization, and loyalty recognition execution.
Maintain operational readiness for groups and high‑volume business, including coordination with Sales/Events and Revenue.
Assist with inventory controls for front office supplies and amenities; report shortages and support ordering processes as needed.
Salary: $64,474–$74,100.
Benefits
Free room nights, Discounted and Friends & Family Room Rates
Medical, Prescription, Dental and Vision Insurance
401K with company match
Paid Vacation, sick days, new child leave and personal day
Paid Family Bonding Time and Adoption Assistance
Tuition Reimbursement
Free colleague meals during shift
Employee Stock Purchase Plan
Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more
Qualifications
Minimum 2‑3 years of hotel Front Office experience, including supervisory or leadership responsibilities.
Strong understanding of Front Desk operations, guest service standards, and service recovery.
Working knowledge of Housekeeping operations and room status processes.
Experience using a hotel PMS and related systems.
Strong communication, organization, and problem‑solving skills in a fast‑paced environment.
Ability to work a flexible schedule including nights, weekends, and holidays.
Experience in an upper‑upscale / luxury or high‑volume hotel environment is preferred.
Prior experience partnering closely with Housekeeping on room readiness, quality checks, and occupancy planning is preferred.
Hyatt brand experience and familiarity with loyalty recognition standards is preferred.
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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Front Office Leadership (Primary Focus)
Lead daily front desk operations to ensure smooth check‑in/check‑out, accurate billing, and consistent brand standards.
Oversee guest recognition (VIPs, loyalty members), arrivals planning, special requests, and service recovery follow‑through.
Coach and support colleagues on guest engagement, conflict resolution, and creating elevated, personalized experiences.
Ensure compliance with cash handling, key control, data privacy, and safety/security procedures.
Monitor performance metrics (guest satisfaction, wait times, enrollment/recognition, upselling) and drive improvement actions.
Rooms Division Coordination & Housekeeping Support (Secondary Focus)
Partner with Housekeeping leadership to align on room status priorities, early arrivals, group turns, and out‑of‑service updates.
Help communicate and execute daily room readiness plans, including rush rooms, stayovers, and special cleaning requests.
Provide operational support to Housekeeping as needed (e.g., coordinating room checks, expediting linen/amenities, assisting with room inspections or dispatching support).
Support quality assurance efforts by helping identify and escalated guestroom or public space concerns, ensuring timely resolution.
Guest Experience & Service Recovery
Handle escalated guest issues with professionalism and urgency; document and trend concerns to prevent recurrence.
Maintain visible leadership presence in lobby/front desk areas during peak business periods.
Collaborate with Engineering, Security, and Housekeeping on quick resolutions that protect guest satisfaction.
Team Leadership & Development
Assist with onboarding and training for front desk and cross‑functional operations processes.
Support scheduling, shift coverage, daily line‑ups, and clear handoffs between shifts and departments.
Promote an inclusive, positive team culture focused on service excellence and accountability.
Operational & Financial Performance
Support revenue opportunities through upselling, room type optimization, and loyalty recognition execution.
Maintain operational readiness for groups and high‑volume business, including coordination with Sales/Events and Revenue.
Assist with inventory controls for front office supplies and amenities; report shortages and support ordering processes as needed.
Salary: $64,474–$74,100.
Benefits
Free room nights, Discounted and Friends & Family Room Rates
Medical, Prescription, Dental and Vision Insurance
401K with company match
Paid Vacation, sick days, new child leave and personal day
Paid Family Bonding Time and Adoption Assistance
Tuition Reimbursement
Free colleague meals during shift
Employee Stock Purchase Plan
Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more
Qualifications
Minimum 2‑3 years of hotel Front Office experience, including supervisory or leadership responsibilities.
Strong understanding of Front Desk operations, guest service standards, and service recovery.
Working knowledge of Housekeeping operations and room status processes.
Experience using a hotel PMS and related systems.
Strong communication, organization, and problem‑solving skills in a fast‑paced environment.
Ability to work a flexible schedule including nights, weekends, and holidays.
Experience in an upper‑upscale / luxury or high‑volume hotel environment is preferred.
Prior experience partnering closely with Housekeeping on room readiness, quality checks, and occupancy planning is preferred.
Hyatt brand experience and familiarity with loyalty recognition standards is preferred.
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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