Description:
At Hyatt, we believe in the power of belonging- of making people feel at home no matter where they are in the world. We turn trips into journeys, encounters into experiences, and jobs into careers. Join a team that is making travel more human. Connected. Sustainable. Here, everyone's role matters. Opportunities are yours to shape. Your individuality is celebrated. At the heart of Hyatt is our shared belief that hospitality is more than just a job - it's a career for people who care.
Grand Hyatt San Francisco welcomes our guests with a sophisticated elegance and refined modern style. Located in the heart of the city on Union Square, immerse yourself in the premier shopping, Michelin Star dining and entertainment of downtown San Francisco. Then retreat to the room where they can unwind and enjoy the spectacular views of the City by the Bay. Stunning views of Union Square, the Bay or the city skyline are the recipe for relaxation and rejuvenation in a well-appointed luxury hotel room or suite at Grand Hyatt San Francisco. Each contemporary space offers residential-style amenities, ensuring you're focused on maximizing your getaway.
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.
Key Responsibilities
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-order/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 escalate 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.
This position has a salary compensation ranging from $64,474-$74,100.
We offer excellent 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
Why make a good choice when you can make a Timeless one by applying for your next career opportunity with a Grand Hyatt hotel? Grand Hyatt hotels provide superior services and elevated experiences. Looking for a Timeless beginning in your next career? Apply today at careers.hyatt.com.
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 (ability to support when needed).
· Experience using a hotel PMS and related systems (specific systems vary by property).
· 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.
Primary Location: US-CA-San Francisco
Organization: Grand Hyatt San Francisco
Pay Basis: Hourly
Job Level: Full-time
Job: Front Office
Req ID: SAN034797
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.
