Front Desk Operations Manager

3 weeks ago

Minneapolis, Minnesota, United States Canopy by Hilton Minneapolis Mill District Full time
Job Description

Canopy by Hilton, Hilton's first lifestyle brand, is a place in the neighborhood to relax and recharge, offering simple guest-directed service, comfortable spaces, and thoughtfully local choices. Culture is key at Canopy, with team members known as 'friendly enthusiasts,' that engage guests, always going above and beyond, to make stays memorable and thoughtful. Relationships with area partners showcase Canopy's expertise in local know-how, crafting unique experiences tailored for every guest. Attention to detail and an energetic environment ensures Canopy's 'Positively Yours' service culture is a kept Brand promise, delivering a consistent 'Positive Stay,' where memories are made, and comfort is guaranteed.

This is a Sherman Associates owned Hilton franchised location.

We are currently seeking a talented, successful, and skilled-leader to join our team as a Front Office Manager. The Front Office Manager oversees the operations of the hotel front desk and plays a pivotal role in leading the guest experience. We are seeking someone with a strong background leading teams with in-depth knowledge of Hilton's OnQ system.

Key Responsibilities:

  • Operate the Front Office properly, efficiently and with profitability, which includes overseeing Front Desk staff, Night Audit, Van Drivers and Security
  • Delegate duties and responsibilities to Front Desk colleagues and ensure that work processes are in a logical order
  • Ensure proper staffing at all times
  • Ensure that Brand quality standards, policies and procedures of the company are properly understood and followed through and among front desk colleagues
  • Control and analyze departmental costs to ensure spending is within budget
  • Perform some aspects of human resources such as training functions, including hiring, performance appraisals, coaching, training, disciplinary actions, etc.
  • Handle all guest complaints and comments relating to the Hotel and the department tactfully
  • Cooperate and coordinate teamwork with other departments
  • Manage room inventory and availability on day of arrival
  • Ensure all preparations are made to for a smooth arrival for all guests
  • Ensure the department meets all audit requirements
  • Ensure all Front Desk staff are trained in all emergency/evacuation procedures
  • Monitor all Front Desk staff to ensure all proper procedures and cash handling occurs, deficiencies are corrected, retrained and disciplined as appropriate
  • Maintain Front Desk logs and reports to ensure all unresolved items are followed up and properly resolved in a timely manner
  • Complete additional duties as assigned
  • Work as a team player and interact with all internal and external customers in a friendly/efficient manner
  • All guests must be treated in a manner to ensure their complete satisfaction
  • Always strive to exceed guest expectations and meet brand standards
  • Produce required volume of work by planning, organizing, and prioritizing work duties
  • Adhere to Sherman Associates attendance policy, grooming and appearance standards, general work rules, and department procedures
  • Maintain a clean and safe work environment, follows all procedures for guests and employee incidents and is knowledgeable for hotel emergency procedures
  • Attend all required department and hotel meetings

Supervisory Responsibility:

As applicable, supervise, coach, direct, train and evaluate staff; Prepare and conduct employee reviews and complete timecard approvals.

Requirements:

  • 5-7 years in hotel Front Office management experience, ideally within a high-end boutique brand in an urban market
  • Strong knowledge and working experience with Hilton brand and systems (OnQ)
  • Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required
  • Extensive knowledge of the hotel, its services, and facilities
  • Ensure compliance with federal, state and local laws regarding health and safety services
  • Ability to communicate effectively and follow directions in a multi-lingual environment
  • A passion for the mission, vision, and values of Sherman Associates
  • Schedule may vary due to the specific needs of the hotel
  • Successful problem solving skills
  • Ability to work well in a team environment

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Requirements:

  • Must be able to sit or stand at a desk or other areas of the property throughout the day based on business needs
  • Must have the ability to move around freely throughout the property and office, and necessity varies from day to day
  • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis
  • Must be able to lift up to 25-30 lbs. occasionally
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity

Benefits:

Sherman Associates strives to lead the market in the benefits we offer. In addition to medical, dental, vision and supplemental benefits, what sets us apart includes

  • Low Deductible Health Insurance Plans
  • Fully paid short term disability
  • Fully paid life insurance
  • Additional Supplemental Insurance Policies including
    • Voluntary Accident & Critical Illness
    • Hospital Indemnity
    • Long-Term Disability
  • Pet insurance
  • Fully paid employee assistance program
  • Fully vested 401k company match program
  • 9 Paid holidays and competitive PTO program (starting at 15 days annualized)
  • Starbucks and Hotel discounts
  • Charitable giving strategy with corporate match

Sherman Associates is an Equal Opportunity and Affirmative Action Employer. We encourage women, minorities, individuals with disabilities, and protected veterans to apply.

This job advertisement is intended to provide information essential to understanding the scope of the position. It is not an exhaustive list of skills, duties, responsibilities or working conditions associated with the position.

Only applicants who complete our application process will be considered for employment. Applicants that need reasonable accommodations to complete the application process may contact -

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