Front Office Manager

ABOUT THE PROPERTY City Express by Marriott New Orleans I-10 is a select‑service hotel offering modern, efficient accommodations for both business and leisure travelers. We are committed to delivering genuine Marriott hospitality with a warm, local New Orleans touch. We are looking for a motivated and experienced Front Office Manager to lead our front desk operations and set the tone for outstanding guest experiences. POSITION SUMMARY The Front Office Manager is responsible for overseeing all front office operations including check‑in/check‑out, reservations, guest relations, and team leadership. This role manages day‑to‑day operations ensuring quality, standards, and meeting guest expectations on a daily basis, while keeping the Front Office team focused on driving guest satisfaction and the desired financial results. Key Responsibilities Operations & Guest Experience Supervise and manage all front desk operations during assigned shifts, ensuring a seamless and welcoming guest experience from arrival to departure Conduct department meetings and continually communicate a clear and consistent message regarding Front Office goals to produce desired results Handle guest complaints, special requests, and escalations promptly and professionally Manage room inventory, rate assignments, and availability in coordination with the General Manager Oversee all check‑in, check‑out, and cashiering procedures ensuring accuracy and compliance with Marriott brand standards Process and manage reservations, cancellations, and modifications via Lightspeed PMS Team Leadership Supervise and manage employees; manage all day‑to‑day operations; understand employee positions well enough to perform duties in employees' absence Schedule, train, coach, and evaluate front desk associates; conduct performance reviews and progressive discipline as needed Establish and maintain open, collaborative relationships with employees; bring issues concerning employee satisfaction to the attention of Human Resources Assist in interviewing and onboarding new front office team members Brand Standards & Compliance Ensure all Marriott brand standards and City Express service protocols are consistently upheld Maintain compliance with Marriott's Guest Experience standards and Bonvoy loyalty program procedures Act as Manager on Duty (MOD) as required Required Qualifications Minimum 1–2 years of front office or front desk experience at a Marriott‑branded property (required) Proficiency in Lightspeed PMS (mandatory — candidates without Lightspeed experience will not be considered) High school diploma or GED; 2 years experience in guest services, front desk, or related professional area Strong working knowledge of Marriott brand standards, Bonvoy loyalty program, and Marriott's service culture Excellent verbal and written communication skills Proven ability to lead a team in a fast‑paced hotel environment Availability to work flexible shifts including evenings, weekends, and holidays as needed Preferred Qualifications Associate's or Bachelor's degree in Hospitality Management or related field Experience with Revenue Management fundamentals and OTA platform management Bilingual (English/Spanish) a plus Benefits Employee discounts Paid time off: Paid vacation and sick leave Hotel Discounts: Marriott Explore Rate — discounted hotel stays at Marriott properties worldwide for you and your family Career Growth: Access to Marriott's global training and development programs City Express by Marriott New Orleans I-10 is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr