Front Office Manager - Canopy

Canopy by Hilton is Hilton's first lifestyle brand, designed to be a welcoming place in the neighborhood where guests can relax and recharge. Known for its simple guest-directed service, comfortable spaces, and thoughtfully local choices, Canopy focuses on creating an environment that feels like a home away from home. The brand prides itself on its vibrant culture, where team members, referred to as 'friendly enthusiasts,' engage guests with genuine warmth and enthusiasm, consistently going above and beyond to make every stay memorable and thoughtful. Canopy’s relationships with local partners emphasize its deep-rooted expertise in the community, enabling the brand to curate unique experiences that cater to the interests and preferences of every guest. With meticulous attention to detail and an energetic atmosphere, Canopy upholds its 'Positively Yours' service culture, promising a consistent 'Positive Stay' where comfort is guaranteed and memorable moments are crafted.

The Canopy by Hilton location in Minneapolis, nestled in the charming and historic Mill District neighborhood, operates as a Hilton franchised property owned by Sherman Associates. This boutique hotel embraces the vibrant urban environment while offering guests a refreshing and personalized hospitality experience that reflects the character of the neighborhood. The hotel seeks to build teams that prioritize exceptional guest experience, local authenticity, and a positive workplace culture.

The Lead Welcome Enthusiast, also known as the Front Office Manager, holds a vital leadership role at this location. This position is key to overseeing the operations of the hotel’s front desk while ensuring an exceptional guest experience is delivered at every touchpoint. The successful candidate will possess a robust leadership background, with significant expertise in managing front office teams and a thorough understanding of Hilton's OnQ system. The role requires a skilled leader capable of directing various front desk functions such as staffing, training, and performance management, while maintaining the highest standards of hospitality and compliance with brand policies.

This position entails managing daily front office operations including overseeing front desk staff, night audit, van drivers, and security personnel. The Lead Welcome Enthusiast delegates duties to ensure workflow is logical and efficient, maintains adequate staffing, controls departmental costs within budget, and ensures all Hilton brand standards, policies, and procedures are adhered to. Additionally, the role involves handling guest complaints with tact, coordinating with other departments to deliver seamless service, managing room inventory on the day of arrival, and ensuring readiness for a smooth guest arrival. Supervisory responsibilities also include training, coaching, conducting performance appraisals, and enforcing discipline as necessary.

The role demands excellent problem-solving skills, effective communication in a multi-lingual environment, and a passion for the mission, vision, and values of Sherman Associates. The work environment is professional, utilizing standard office equipment, while physical demands include the ability to stand or sit for extended periods, move freely around the property, and occasionally lift up to 25-30 pounds. The candidate must maintain a commitment to safety, cleanliness, and emergency preparedness while fostering a collaborative and positive team environment. This full-time position offers the chance to lead a dedicated hospitality team committed to delivering a positively memorable guest experience consistent with the Canopy by Hilton brand promise.