Job Description
The Grand Minneapolis Hotel is currently seeking a highly motivated and experienced Front Office Manager to lead our front desk operations. We pride ourselves on delivering world-class hospitality and creating memorable experiences for every guest who walks through our doors. If you have a passion for service excellence and leadership, we want to meet you.
In this pivotal role, you will oversee the daily operations of the front desk, ensuring a seamless check-in and check-out process while maintaining the highest standards of guest satisfaction. You will be responsible for mentoring a diverse team of front desk agents, managing guest complaints with empathy and efficiency, and collaborating with other departments to ensure a cohesive hotel environment.
Why Join Us?
- Award-Winning Culture: Join a team that is recognized for its dedication to excellence.
- Competitive Compensation: Salary range of $65,000 - $85,000 plus performance bonuses.
- Comprehensive Benefits: Medical, dental, vision, and 401(k) matching.
- Growth Opportunities: Clear pathways for career advancement within the hospitality industry.
Responsibilities
- Oversee the daily operations of the front desk, ensuring efficient check-in, check-out, and concierge services.
- Manage and train a team of front desk agents, providing coaching and performance feedback to ensure high service standards.
- Handle VIP guests and resolve complex guest complaints or special requests with poise and professionalism.
- Monitor guest satisfaction scores and implement strategies to improve the overall guest experience.
- Manage front office inventory, including key cards, supplies, and uniforms.
- Ensure accurate and timely processing of billing, folios, and payment transactions.
- Collaborate with the Housekeeping and Maintenance departments to ensure room readiness and cleanliness standards.
Qualifications
- Minimum of 3-5 years of experience in a front office management role within a luxury hotel or upscale hospitality environment.
- Proven experience in staff scheduling, training, and performance management.
- Proficiency in Property Management Systems (PMS) such as Oracle Opera or similar software.
- Strong leadership skills with the ability to work in a fast-paced, high-pressure environment.
- Excellent verbal and written communication skills in English; bilingual candidates are highly preferred.
- Strong problem-solving abilities and a customer-centric mindset.
- High school diploma or equivalent; Bachelor’s degree in Hospitality Management is a plus.