Front Office Manager

Marriott•New Orleans, LA

6d•Onsite

About The Position

The Front Office Manager is responsible for the daily operation of the front desk and all guest-facing arrival and departure functions at City Express by Marriott. This role leads the front office team in delivering Marriott brand standards, driving Bonvoy enrollments, maintaining guest satisfaction (GSS/Medallia) scores, and managing the rooms inventory in coordination with revenue management. The ideal candidate brings prior Marriott-branded hotel experience and is comfortable operating in a bilingual (English/Spanish) guest and team environment.

Requirements

Minimum 2 years of front office supervisory or management experience in a Marriott-branded hotel (City Express, Fairfield Inn, SpringHill Suites, Courtyard, Four Points, or similar select-service brand strongly preferred).
Working knowledge of Marriott systems (MARSHA, FOSSE or Opera Cloud, Empower GXP, MGS).
Proven track record of meeting or exceeding GSS, Bonvoy enrollment, and intent-to-recommend targets.
High school diploma or GED required; associate's or bachelor's degree in Hospitality Management preferred.
Strong leadership, conflict resolution, and team development skills.
Ability to work a flexible schedule including nights, weekends, holidays, and on-call coverage.
Proficiency with Microsoft Office (Outlook, Excel, Word).

Nice To Haves

Bilingual English/Spanish (strongly preferred) — given City Express's brand heritage and the diverse guest and associate population in the New Orleans market.
Experience opening or transitioning a property to the City Express by Marriott flag.
Prior experience managing labor through Kronos/UKG or similar scheduling platforms.
Familiarity with the New Orleans MSA group/transient mix (convention, leisure, port/cruise, oil & gas corporate).

Responsibilities

Oversee day-to-day front desk operations including check-in/check-out, reservations, guest requests, room assignments, and night audit oversight.
Supervise, schedule, train, and coach front desk agents and night auditors; conduct performance reviews and corrective action as needed.
Ensure full compliance with Marriott brand standards (BSA audits, LSOP/SOP adherence, brand identity guidelines for City Express).
Operate and train staff on Marriott systems: MARSHA, FOSSE or Opera Cloud (depending on property), Empower GXP, MGS, mLearning, and Marriott Bonvoy enrollment platforms.
Drive Marriott Bonvoy enrollment goals and elite member recognition standards.
Monitor and respond to guest feedback through GuestVoice/Medallia; resolve guest complaints in real time and follow up on service recovery.
Partner with Housekeeping and Engineering to coordinate room readiness, OOO/OOS inventory, and maintenance issues.
Manage front office budget line items: labor cost, supplies, and complimentary item usage.
Support revenue management decisions: monitor pickup, walk policies, overbooking strategy, and upsell programs.
Ensure PCI compliance and proper handling of guest payment information.
Conduct daily pre-shift huddles, MOD (Manager on Duty) shifts, and weekly departmental meetings.
Maintain compliance with all federal, state, and local regulations including ADA, OSHA, and Louisiana lodging/occupancy tax requirements.
Serve as a key member of the property's emergency response team.