Front Office Manager

Nexgen Management

Fort Snelling Unorganized Territory (MN)

On-site

USD 60,000 - 75,000

Full time

16 hours ago

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Job summary

Hyatt Place St. Paul/Downtown in Saint Paul, MN seeks a motivated Front Desk Manager to lead the Front Office and develop the front desk team.

This full-time, salaried exempt role requires 45 hours per week with a 3:00 PM–12:00 AM schedule and flexibility. You will ensure guest satisfaction, manage staffing, and uphold Hyatt standards while reporting to the AGM.

Join NexGen Management and help drive operational excellence in a historic downtown property.

Qualifications

Previous hotel front desk or hospitality guest service experience.
Strong leadership and communication abilities.
Ability to manage multiple priorities and resolve guest issues.

Responsibilities

Oversee daily front desk operations including check-in/out and guest services.
Maintain compliance with Hyatt brand standards and company policies.
Lead staffing, scheduling, and shift coverage for front desk.

Skills

Front desk experience

Leadership

Communication

Organizational skills

Problem solving

Night audit proficiency

Tools

PMS software

Job description

Department: Front Office

Reports To: Assistant General Manager (AGM)

Minimum Hours: 45 hours worked per week

Typical Schedule: 3:00 PM – 12:00 AM, with flexibility based on operational needs

About Hyatt Place St. Paul/Downtown

Located in downtown Saint Paul's historic Lowertown district, Hyatt Place St. Paul/Downtown is a 149-room hotel housed within the beautifully restored historic U.S. Post Office and Custom House. Combining historic architecture with modern amenities, our hotel offers spacious accommodations, flexible meeting spaces, complimentary breakfast, an indoor pool, and convenient access to local attractions.

Managed by NexGen Management, our property is committed to exceptional hospitality, operational excellence, and creating a welcoming environment for guests and associates alike.

Front Desk Manager

NexGen Management | Hyatt Place St. Paul/Downtown

Location: Saint Paul, Minnesota

Department: Front Office

Reports To: Assistant General Manager (AGM)

Employment Type: Full-Time, Salaried Exempt

Minimum Hours: 45 hours worked per week

Typical Schedule: 3:00 PM – 12:00 AM, with flexibility based on operational needs

About Hyatt Place St. Paul/Downtown

Managed by NexGen Management, our property is committed to exceptional hospitality, operational excellence, and creating a welcoming environment for guests and associates alike.

We are seeking a motivated, dependable Front Desk Manager to join our leadership team and contribute to the continued success of our hotel.

Position Summary

The Front Desk Manager oversees daily front office operations, leads and develops front desk associates, ensures exceptional guest experiences, and maintains compliance with Hyatt brand standards and company policies.

Reporting directly to the Assistant General Manager, this position serves as the primary point of contact for all front desk operations, staffing concerns, and shift coverage needs. The Front Desk Manager is responsible for proactively addressing scheduling challenges, maintaining adequate staffing, and personally providing coverage when necessary.

This is a hands‑on leadership position requiring flexibility, accountability, and a strong on‑property presence. The manager must be proficient in all front desk shifts, including night audit, and must adjust their schedule to provide leadership during high‑volume arrival and departure periods.

Key Responsibilities

Front Office Operations

Oversee daily front desk operations, including check‑in, check‑out, reservations, billing, and guest services.
Ensure compliance with Hyatt brand standards, hotel operating procedures, and company policies.
Serve as the primary point of contact for front desk operational matters and employee concerns.
Maintain a visible management presence during high‑volume arrival and departure periods.
Monitor room inventory, arrivals, departures, room assignments, and special requests.
Coordinate with housekeeping, engineering, and other departments to ensure efficient operations.
Review daily reports, financial transactions, shift reconciliations, and guest accounts for accuracy.
Maintain proficiency in all front desk functions, including night audit procedures.

Staffing, Scheduling & Shift Coverage

Assume primary responsibility for front desk staffing, scheduling, and shift coverage.
Serve as the first point of contact for all front desk call‑offs, scheduling conflicts, and coverage needs, including outside regularly scheduled hours.
Proactively identify staffing gaps and arrange appropriate coverage to maintain uninterrupted operations.
Personally cover unfilled shifts when alternative arrangements cannot be secured.
Maintain the ability and availability to work morning, evening, overnight, weekend, and holiday shifts as needed.
Adjust personal schedules to accommodate operational demands, staffing shortages, and peak guest activity.
Prepare employee schedules based on occupancy, business demand, and labor budgets.
Monitor departmental labor expenses, overtime, and scheduling efficiency.

Team Leadership & Development

Supervise, train, coach, and develop front desk associates and night auditors.
Establish clear performance expectations and hold associates accountable.
Monitor employee attendance, punctuality, performance, and policy compliance.
Conduct coaching, performance evaluations, and corrective action when necessary.
Participate in interviewing, hiring, onboarding, and training new associates.
Maintain effective team communication and foster a positive, professional work environment.

Guest Experience & Service Excellence

Lead by example in delivering exceptional guest service.
Resolve guest complaints and escalated concerns promptly and professionally.
Monitor guest satisfaction scores, reviews, and feedback to identify improvement opportunities.
Implement initiatives to improve guest satisfaction and achieve property performance goals.
Ensure proper recognition of World of Hyatt members and applicable loyalty benefits.
Assist front desk associates during high‑volume periods to maintain service efficiency.

Financial, Administrative & Compliance

Ensure accurate guest billing, payment processing, refunds, and account adjustments.
Enforce payment authorization procedures, financial controls, and fraud prevention practices.
Minimize billing errors, chargebacks, and revenue loss.
Support upselling opportunities and additional hotel revenue initiatives.
Maintain accurate departmental reports, documentation, and employee records.
Enforce hotel safety, security, emergency response, and confidentiality procedures.
Support hotel management with audits, operational projects, and other assigned duties.

Qualifications

Required

Previous hotel front desk or hospitality guest service experience.
Strong leadership, communication, organizational, and problem‑solving skills.
Ability to manage multiple priorities and resolve challenging guest situations.
Proficiency with computers, reservation systems, and standard office applications.
Ability to exercise sound judgment, maintain confidentiality, and work independently.
Ability and willingness to work all front desk shifts, including night audit.
Flexibility to respond to staffing emergencies and personally provide shift coverage.
Availability to work a minimum of 45 hours per week, with additional hours as operationally necessary.

Preferred

Previous hotel supervisory or management experience.
Experience with Hyatt or another major hotel brand.
Familiarity with hotel property management systems and front office financial controls.
Experience with employee scheduling, training, and performance management.
Knowledge of guest satisfaction metrics, labor management, and hotel operations.

Work Schedule & Availability

This is a full-time, salaried exempt management position requiring a minimum of 45 hours worked per week. Additional hours may be necessary based on hotel occupancy, staffing, and operational requirements.

The typical schedule is 3:00 PM to 12:00 AM; however, working hours are subject to change based on business needs.

The Front Desk Manager is expected to:

Be fully capable of working every front desk shift, including mornings, evenings, and overnights.
Serve as the first point of contact for front desk scheduling concerns, call‑offs, and shift coverage.
Take ownership of ensuring all shifts are staffed, including personally providing coverage when necessary.
Be physically present during high‑volume guest arrival and departure periods.
Adjust their schedule as needed to support the department and maintain continuous operations.
Demonstrate reliability, responsiveness, and accountability in fulfilling management responsibilities.

Flexibility is an essential requirement of this position. The hotel's operational needs will determine actual working hours and shift assignments.

Expectations for Success

Success in this position will be measured by:

Guest satisfaction and consistent service excellence.
Reliable staffing and uninterrupted front desk coverage.
Effective employee leadership, training, and accountability.
Labor management and operational efficiency.
Accurate billing and compliance with financial procedures.
Visible leadership during peak operational periods.
Proactive problem‑solving, professionalism, and dependability.

Work Environment & Physical Requirements

This position requires frequent guest and employee interaction, extended periods of standing or walking, computer use, and occasional lifting of supplies or equipment. Reasonable accommodations may be made in accordance with applicable law.

Equal Employment Opportunity

NexGen Management is an equal opportunity employer committed to fair employment practices and maintaining a diverse, inclusive workplace.