Guest Services Manager — Front Office Leader | Free Breakfast

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

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.