Front Office Leader — Elevate Guest Experience

Ultipro; Minneapolis, Northern (MN, KY); Hybrid; USD 64,000 - 67,000; Full time

Benefits offered by this job

Early Pay / Earned Wage Access

Medical, dental, and vision insurance

401(k) with company match

Life insurance

Excellent hotel and travel discounts

Wellness programs

Job summary

Renaissance Minneapolis Bloomington Hotel in Bloomington, MN is seeking a Front Office Manager to lead the Front Desk team and deliver exceptional guest experiences. This role requires hands-on leadership, coaching, and accountability to drive service standards, guest satisfaction, and efficient operations.

You'll manage daily Front Office operations, staffing, and coordination with Housekeeping and other departments, with flexibility to work evenings, weekends, and holidays based on

Qualifications

• Previous Front Office or Guest Services leadership experience.
• 2–3+ years of progressive hotel operations experience.
• Strong Front Desk operations, reservations, room inventory, billing, and service recovery.
• Ability to lead, coach, motivate and hold a team accountable.
• Excellent communication, organization, and problem-solving skills.
• Flexible availability including evenings, weekends, and holidays.

Responsibilities

• Lead the daily Front Office operation ensuring consistent execution of service standards and hotel procedures.
• Recruit, train, coach, develop, and motivate Front Office associates while creating a positive and accountable team culture.
• Be highly visible in the operation and lead from the front, particularly during peak arrival and departure periods.
• Monitor guest feedback and satisfaction results, identify trends, and implement action plans that improve the overall guest experience.
• Empower associates to resolve guest concerns while personally assisting with complex service recovery situations when necessary.
• Recognize opportunities to create memorable and personalized experiences for guests and Marriott Bonvoy members.
• Champion Marriott Bonvoy recognition, enrollment, and elite-member benefits while ensuring brand standards are consistently delivered.
• Maintain accurate room inventory and room-type availability to maximize selling opportunities while protecting the guest experience.
• Partner closely with Housekeeping to ensure room readiness, room status accuracy, and effective communication regarding guest needs and priorities.
• Collaborate with Engineering, Food & Beverage, Sales, and other hotel departments to resolve operational challenges and deliver a seamless guest experience.
• Manage Front Office scheduling and staffing based on occupancy, arrivals, departures, group activity, and business demand.
• Monitor labor and departmental expenses while maintaining appropriate service levels.
• Conduct regular coaching, performance conversations, and recognition with Front Office associates.
• Ensure cash handling, billing, credit, key control, safety, and security procedures are consistently followed.
• Maintain an organized, professional, and guest-ready Front Desk and lobby environment.
• Review daily operational information including arrivals, departures, VIPs, groups, special requests, room inventory, and potential service challenges.
• Serve as a Manager on Duty when scheduled and assist with hotel-wide operational needs.
• Identify opportunities to improve processes, efficiency, associate engagement, and guest satisfaction.

Skills

Guest service

Leadership

Communication

Problem solving

Coaching

Multitasking

Education

Bachelor's degree in Hospitality Management, Business or related field

Tools

Marriott FSPMS

Hotel PMS system

Job description

Renaissance Minneapolis Bloomington Hotel in Bloomington, MN is seeking a Front Office Manager to lead the Front Desk team and deliver exceptional guest experiences. This role requires hands-on leadership, coaching, and accountability to drive service standards, guest satisfaction, and efficient operations.

You'll manage daily Front Office operations, staffing, and coordination with Housekeeping and other departments, with flexibility to work evenings, weekends, and holidays based on