Asst. Front Office Manager

Highgate Hotels•New Orleans, LA

5d•Onsite

About The Position

The Assistant Front Office Manager ensures the Front Office operates attentively, efficiently, and courteously, providing quality guest service before and throughout each stay while maximizing room revenue and occupancy. The role supports guest reception and service, reservations and special requests, staff training and supervision, and effective communication with hotel departments. It also includes Front Desk Assistant duties, such as guest registration, preparing for group and VIP arrivals, maintaining guest profiles, and responding to guest feedback and complaints. The position is based at a luxury hotel in New Orleans near the Arts District and French Quarter. The role includes two overnight shifts, occasional long hours, and participation in Manager on Duty coverage as required. The job requires standing for an entire shift and occasionally lifting, carrying, pushing, or pulling up to 20 pounds, and frequently or constantly handling up to 10 pounds.

Requirements

A four-year college degree.
At least 1 year of related experience.
Supervisory experience.
Proficiency in Windows and company-approved spreadsheet and word-processing software.
Ability to effectively communicate verbally and in writing with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to handle problems by anticipating, preventing, identifying, and solving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain a warm, friendly demeanor and high standards of personal appearance and grooming, including wearing a name tag.
Ability to stand for the entire shift and perform light work: occasionally exerting up to 20 pounds of force and frequently or constantly exerting up to 10 pounds of force to move objects.
Availability for two overnight shifts; long hours may sometimes be required.

Nice To Haves

Labor experience.
OPERA experience.

Responsibilities

Work with Sales and Reservations to fulfill special requests for groups and VIPs.
Assist with daily guest reception and respond to social media feedback, following up with guests and internally.
Communicate effectively with guests, team members, and other departments.
Assist with and often lead guest-service training initiatives in the Front Office.
Maintain a friendly and caring demeanor and a professional appearance consistent with hotel and company guidelines.
Cooperate with and assist colleagues as needed.
Perform Front Desk Assistant duties, including registering guests promptly and courteously, using upselling techniques, and preparing for group check-ins and check-outs and VIP arrivals.
Maintain and update guest profiles; review current and future reservations, accommodate special requests, prepare amenity cards, and coordinate food-and-beverage requests with IRD and PH.
Train new Front Desk hires; interview, hire, and train Guest Services Agents.
Stay informed about hotel events and functions during shifts.
Maintain a house bank and accurate reports of daily receipts and deposits; work with basic financial data.
Promote hotel services, facilities, and outlets; provide information about local attractions and directions, using the James Report to increase guest satisfaction.
Assist with reservations and PBX duties as needed.
Resolve guest complaints, communicate problems and unhappy guests to Management, anticipate guest needs, respond promptly to requests, and follow up to ensure guest satisfaction.
Maintain relationships with repeat guests and honor their special requests.
Supervise a shift when needed and work with Sales and its VIP clients.
Review and update the communication log book each shift and communicate hotel policies and procedures to team members.
Know and assist with emergency procedures; attend mandatory meetings and training; and complete assigned checklists.
Maintain knowledge of key hotel personnel and nearby services and attractions.
Participate in Manager on Duty coverage as required.
Maintain regular attendance, comply with hotel standards and regulations, and help identify problem areas and implement solutions.