Hilton Garden Inn New Orleans Convention Center - Front Desk Assistant Manager OEM

Aimbridge Hospitality•New Orleans, LA

1d•Onsite

About The Position

The Assistant Front Office Manager supports the Front Office Manager in overseeing daily front desk operations and ensuring exceptional guest service, smooth staff performance, and adherence to hotel standards and policies. The role combines leadership, guest relations, and operational oversight. The position works alongside the Front Desk Manager to keep the front office running smoothly, contribute to room revenue and occupancy, and lead the team in delivering strong guest service. It is an overtime-eligible manager position; overtime applies and is calculated accordingly. Shifts may vary based on business requirements, with the predominant shift running from 3:00 p.m. to 11:30 p.m. The hotel is located at the Hilton Garden Inn New Orleans Convention Center in New Orleans, Louisiana.

Requirements

A two-year college degree and at least three years of related experience, or a four-year college degree and at least one year of related experience.
Three to five years of progressive experience in a hotel or related field.
Ability to handle stressful, high-pressure situations while maintaining composure and objectivity.
Strong leadership and people-management skills.
Excellent communication and conflict-resolution abilities.
Attention to detail and organizational skills; ability to multitask in a fast-paced environment.
Knowledge of PMS systems; the posting references Pep Professional judgment and discretion.
Calm, confident decision-making under pressure.
Compliance with applicable certification requirements, which may include Food Handlers, Alcohol Awareness, CPR, and First Aid.
Ability to meet hotel grooming and appearance standards.

Nice To Haves

Supervisory experience.
Experience in a hotel or related field is preferred.

Responsibilities

Oversee day-to-day front office activities, including check-in, check-out, and room assignments.
Ensure proper use of the property management system and accuracy of guest accounts.
Maintain smooth handoffs between shifts and serve as Manager on Duty.
Handle escalated guest issues and complaints professionally, provide service recovery, and follow up when needed.
Monitor guest feedback, reviews, and service scores, and uphold brand standards and hospitality culture.
Supervise Guest Service Agents and Front Desk Supervisors; coach, train, and support team members on service standards.
Assist with onboarding and mentoring new hires; enforce policies, attendance, and grooming standards; support performance management and corrective action.
Assist with creating and managing schedules, cover shifts or adjust staffing as needed, coordinate shift swaps per policy, and maintain appropriate staffing for expected occupancy.
Coordinate communication between the front office, housekeeping, engineering, and management; communicate guest needs, room status, and priorities; prepare or assist with shift briefings.
Oversee cash-handling procedures and audits, review shift reports and discrepancies, and ensure completion of end-of-day processes and compliance with financial controls.
Make guest service recovery decisions within authorized limits, adjust room assignments and rates per policy, approve schedule changes or shift coverage, and act as Manager on Duty when leadership is unavailable.
Review arrivals, departures, VIPs, occupancy, room status, and staffing levels; support the front desk during peak periods; address guest and team needs; communicate with departments; complete reports and hand off information to the next shift.
Help drive room revenue and boost occupancy while maintaining smooth front office operations.