Front Desk Manager

Job Description

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.

• Support hotel management with operational projects, audits, and other assigned responsibilities.

Safety, Security & Compliance

• Enforce hotel safety, security, and emergency response procedures.

• Ensure associates properly handle guest information, payment information, and confidential records.

• Respond appropriately to guest incidents, security concerns, and operational emergencies.

• Maintain a clean, organized, and professional front desk and lobby environment.

• Ensure adherence to applicable employment laws, company policies, and hotel operating standards.

Qualifications

Required Qualifications

• Previous experience in hotel front desk operations or hospitality guest services.

• Strong leadership, communication, organizational, and problem-solving skills.

• Ability to manage multiple priorities in a fast-paced hospitality environment.

• Excellent customer service skills and the ability to professionally 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 morning, evening, and overnight shifts.

• Ability to respond to unexpected staffing needs and provide shift coverage when necessary.

• Availability to work a minimum of 45 hours per week, with additional hours as required by operational demands.

Preferred Qualifications

• Previous supervisory or management experience in hotel front office operations.

• Experience with Hyatt hotels or other major hotel brands.

• Familiarity with hotel property management systems, including Hyatt systems.

• Knowledge of hotel financial controls, room inventory management, and guest satisfaction metrics.

• Experience with employee scheduling, training, and performance management.

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 required based on hotel occupancy, staffing needs, and operational demands.

The typical work schedule for this position is 3:00 PM to 12:00 AM . However, this schedule is not fixed and may be adjusted based on hotel business needs.

The Front Desk Manager is expected to:

• Be fully trained, capable, and available to work all front desk shifts, including mornings, evenings, overnights, weekends, and holidays.

• Serve as the primary point of contact for front desk employees regarding scheduling, unexpected absences, and shift coverage.

• Take responsibility for ensuring all front desk shifts are covered, including personally working shifts when necessary.

• Be physically present during high-volume arrival and departure periods, adjusting scheduled hours as needed to provide appropriate management oversight.

• Maintain flexibility to work outside the typical schedule when operational needs require.

• Demonstrate reliability, responsiveness, and accountability in ensuring continuous front desk operations.

While the typical schedule is 3:00 PM to midnight, the operational needs of the hotel will determine actual working hours. Flexibility and willingness to provide coverage across all shifts are essential requirements of this position.

Expectations for Success

The Front Desk Manager will be evaluated on their ability to:

• Maintain consistently high guest satisfaction and service standards.

• Ensure reliable front desk staffing and uninterrupted shift coverage.

• Build a professional, accountable, and well-trained front desk team.

• Maintain effective scheduling, attendance management, and labor cost controls.

• Maintain visible leadership during high-volume guest arrival and departure periods.

• Ensure accurate guest billing and adherence to financial procedures.

• Respond proactively to operational challenges and guest concerns.

• Demonstrate accountability, flexibility, initiative, and strong leadership.

• Support the hotel's overall operational performance, profitability, and service objectives.

Work Environment & Physical Requirements

This position operates in an active hotel environment and requires frequent interaction with guests, employees, and vendors. Duties may involve 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 committed to providing equal employment opportunities to all qualified applicants and employees without regard to any status protected by applicable federal, state, or local law.

This job description provides an overview of the position's primary responsibilities and qualifications. Duties may be modified or additional responsibilities assigned based on operational needs.