Front Office Manager

Embassy Minneapolis; Minneapolis (MN); On-site; USD 61,000 - 83,000; Full time

Job summary

Embassy Minneapolis is seeking a Guest Services Manager to oversee daily Front Office operations and ensure exceptional guest experiences. You will lead, train, and coach front desk staff, manage scheduling and payroll, and resolve guest issues promptly to maintain service standards.

The role requires 3+ years in hotel front office with supervisory experience and familiarity with PMS systems (OnQ/Opera preferred). This on-site position offers growth and a dynamic hospitality environment.

Qualifications

• 3+ years of progressive front office or guest services experience in a hotel environment
• At least 1 year of supervisory or management experience required
• Experience with hotel property management systems (OnQ, Opera, or similar) preferred
• Strong leadership and interpersonal communication skills
• Excellent problem-solving, decision-making, and conflict-resolution abilities
• Advanced organizational skills and attention to detail
• Proficient in Microsoft Office Suite (Outlook, Word, Excel)
• Ability to lead by example and motivate a diverse team
• Flexibility to work a variety of schedules, including weekends and holidays

Responsibilities

• Oversee all front office operations, ensuring smooth guest arrivals, departures, and service delivery
• Supervise, train, and coach front desk staff to achieve departmental goals and maintain service standards
• Manage scheduling, payroll approvals, and daily performance evaluations
• Resolve guest complaints promptly and professionally to ensure complete satisfaction
• Monitor and verify accuracy in cash handling, billing, and reporting
• Partner with Housekeeping, Maintenance, and other departments to coordinate operations and maximize efficiency
• Ensure compliance with safety, security, and brand policies at all times
• Support the Director of Rooms with administrative tasks, budgeting, and operational planning
• Perform additional duties as assigned by management

Job description

290 rooms | 12,415 sq. ft. meeting/event space Amenities: free made to order breakfast, on-site restaurant, indoor pool, fitness center, evening reception. A full-service property with spacious suites in the historic Plymouth Building, conveniently connected to the Minneapolis Skyway System. Guests enjoy easy access to Target Center, Target Field, and a nearby light rail station, with the Minneapolis Convention Center just a mile away. Blending historic charm with modern convenience, the hotel provides an engaging environment for hospitality professionals serving both business and leisure travelers. Pay Range: $61,000.00-$83,000.00

The Guest Services Manager is responsible for overseeing the daily operations of the Front Office to ensure exceptional guest experiences, efficient processes, and consistent adherence to company and brand standards. This role provides leadership, training, and direction to front desk staff, fosters a positive team environment, and maintains the highest level of guest satisfaction.

JOB DESCRIPTION

Job Title: Guest Services Manager Department: Front Office Supervision Exercised: Front Office Associates Supervision Received: General Manager

MINIMUM REQUIREMENTS

• Education High school diploma or equivalent required.
• Experience Minimum 3 years of progressive front office or guest services experience in a hotel environment. At least 1 year of supervisory or management experience required. Experience with hotel property management systems (OnQ, Opera, or similar) preferred.

SKILLS AND KNOWLEDGE

• Strong leadership and interpersonal communication skills.
• Excellent problem-solving, decision-making, and conflict-resolution abilities.
• Advanced organizational skills and attention to detail.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel).
• Ability to lead by example and motivate a diverse team.
• Flexibility to work a variety of schedules, including weekends and holidays.

JOB DUTIES

• Oversee all front office operations, ensuring smooth guest arrivals, departures, and service delivery.
• Supervise, train, and coach front desk staff to achieve departmental goals and maintain service standards.
• Manage scheduling, payroll approvals, and daily performance evaluations.
• Resolve guest complaints promptly and professionally to ensure complete satisfaction.
• Monitor and verify accuracy in cash handling, billing, and reporting.
• Partner with Housekeeping, Maintenance, and other departments to coordinate operations and maximize efficiency.
• Ensure compliance with safety, security, and brand policies at all times.
• Support the Director of Rooms with administrative tasks, budgeting, and operational planning.
• Perform additional duties as assigned by management.

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.

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