Front Office Manager

Hyatt Place St. Paul; Saint Paul (MN); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

401(k)

Employee discounts

Health insurance

Paid time off

Dental insurance

Training & development

Vision insurance

Job summary

NexGen Management | Hyatt Place St. Paul/Downtown in Saint Paul, Minnesota, seeks a Front Desk Manager to lead the front office team and ensure seamless guest services. The role reports to the AGM and requires full-time, salaried exempt employment with 45 hours per week.

The manager will oversee front desk operations, staffing, and training, while maintaining Hyatt brand standards and collaborating with housekeeping and other departments to deliver outstanding guest experiences.

Qualifications

• Experience leading front desk teams in a hotel setting.
• Ability to manage staffing and shift coverage across multiple shifts.
• Strong customer service focus and guest relations skills.

Responsibilities

• Oversee daily front desk operations, including check-in/check-out and reservations.
• Lead, coach, and develop front desk staff and night auditors.
• Own staffing, scheduling, and shift coverage to ensure coverage.
• Maintain compliance with Hyatt standards and hotel procedures.
• Provide on-property leadership during high-volume periods.

Skills

Leadership

Staffing management

Front desk operations

Scheduling

Customer service

Job description

Benefits

• 401(k)
• Employee discounts
• Health insurance
• Paid time off
• Dental insurance
• Training & development
• Vision insurance

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

Located in the heart of 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. Blending historic architecture with modern amenities, our hotel offers spacious accommodations, flexible meeting and event spaces, complimentary breakfast, an indoor pool, and convenient access to local attractions, including CHS Field, Union Depot, and Grand Casino Arena.

Managed by NexGen Management, our hotel is committed to delivering exceptional hospitality, maintaining high operational standards, and creating a welcoming environment for both guests and associates.

We are seeking a dedicated and motivated Front Desk Manager to join our leadership team and play an important role in the continued success of our property.

Position Summary

The Front Desk Manager is responsible for overseeing all aspects of front office operations, leading and developing front desk associates, ensuring exceptional guest experiences, and maintaining compliance with hotel policies, procedures, and Hyatt brand standards.

Reporting directly to the Assistant General Manager, this position serves as the primary point of contact for front desk operations, staffing concerns, and shift coverage. The Front Desk Manager is expected to take ownership of departmental staffing needs, proactively resolve scheduling challenges, and provide direct operational coverage when necessary.

This is a hands-on management position requiring flexibility, accountability, and a strong on-property presence. The Front Desk Manager must be proficient in all front desk shifts, including morning, evening, and overnight operations, and must adjust their schedule to ensure leadership coverage during high-volume guest arrival and departure periods.

The ideal candidate is a dependable, proactive leader who can balance operational responsibilities, employee management, guest satisfaction, and administrative duties while maintaining a high-performing front desk team.

Key Responsibilities

Front Office Operations

• Oversee daily front desk operations, ensuring efficient check-in, check-out, reservation management, and guest services.
• Ensure compliance with Hyatt brand standards, property operating procedures, and company policies.
• Serve as the primary point of contact for all front desk operational matters, employee questions, and service-related escalations.
• Maintain a strong on-property presence during high-volume guest arrival and departure periods to support associates, resolve issues, and ensure efficient operations.
• Monitor room availability, room assignments, arrivals, departures, and special guest requests.
• Coordinate with housekeeping, engineering, and other departments to maintain smooth hotel operations.
• Ensure accurate handling of guest accounts, payment authorizations, billing adjustments, and financial transactions.
• Review daily front office reports, shift reconciliations, and operational records for accuracy.
• Maintain the knowledge and skills necessary to independently perform all front desk functions, including night audit responsibilities.
• Provide direct front desk coverage as necessary to maintain uninterrupted hotel operations.

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 shift coverage needs, including outside regularly scheduled working hours.
• Proactively identify staffing gaps and coordinate coverage to ensure all front desk shifts are appropriately staffed.
• Personally provide coverage for unfilled shifts when alternative staffing arrangements cannot be secured.
• Maintain the flexibility and availability to work morning, evening, overnight, weekend, and holiday shifts based on operational needs.
• Adjust personal work schedules to accommodate high-volume arrival and departure periods, staffing shortages, and unexpected operational demands.
• Prepare and manage employee schedules based on occupancy, business demand, staffing availability, and labor budgets.
• Monitor overtime, scheduling efficiency, and departmental labor productivity.
• Ensure appropriate staffing levels are maintained while minimizing unnecessary labor expenses.

Team Leadership & Development

• Supervise, train, coach, and develop front desk associates and night auditors.
• Establish clear performance expectations and hold team members accountable for maintaining service and operational standards.
• Monitor employee attendance, punctuality, performance, and compliance with company policies.
• Conduct ongoing coaching, performance evaluations, and corrective action when necessary.
• Assist with interviewing, hiring, onboarding, and training new front office associates.
• Maintain consistent communication with associates regarding operational updates, policies, and guest service expectations.
• Foster a positive, professional, and team-oriented work environment.

Guest Experience & Service Excellence

• Lead by example in delivering welcoming, attentive, and professional guest service.
• Resolve guest complaints, service concerns, and escalated situations promptly and professionally.
• Monitor guest satisfaction scores, online reviews, and service feedback to identify opportunities for improvement.
• Develop and implement strategies to improve guest satisfaction and achieve property performance goals.
• Ensure proper recognition of World of Hyatt members and delivery of applicable loyalty program benefits.
• Empower associates to resolve guest concerns while maintaining appropriate operational and financial controls.
• Actively support front desk associates during periods of high guest volume to minimize wait times and maintain service quality.

Financial & Administrative Responsibilities

• Monitor front office payroll, scheduling efficiency, overtime, and labor productivity.
• Ensure compliance with payment acceptance procedures and fraud prevention policies.
• Review billing discrepancies, guest account adjustments, refunds, and other financial transactions.
• Assist in minimizing chargebacks, billing errors, and revenue loss.
• Promote opportunities for room upgrades, upselling, and additional hotel revenue.
• Maintain accurate departmental documentation, reports, and employee records.