Front Office Manager

AccorHotel•New Orleans, LA

4d•Onsite

About The Position

Reporting to the Director of Rooms, the Front Office Manager is responsible for directing and guiding the Front Office team to ensure smooth and efficient operations across Front Desk, Royal Service, and Guest Services. This role fosters a collaborative team environment by modeling best practices, active listening, and providing timely, constructive feedback. The Front Office Manager achieves high levels of guest and colleague satisfaction while adhering to company policies and procedures, overseeing and coordinating all Front Office and related operations to ensure seamless service delivery. They build and maintain strong working relationships with key departments, including Reservations, Housekeeping, Engineering, Restaurants, Sales, and Conference Services. Additionally, they develop colleague schedules in line with budget guidelines, ensuring optimal coverage and operational efficiency, and recruit, interview, select, and develop colleagues to build a high-performing team. The role involves coaching and supporting colleagues to consistently deliver service excellence and create memorable guest experiences, attending pre-conference meetings, and liaising with VIP and special attention guests. The Front Office Manager also supports the development and maintenance of departmental manuals, conducts monthly team meetings, designs and implements colleague engagement and incentive programs, completes performance evaluations, prepares and manages the department’s operational budget, and monitors and resolves guest feedback and concerns.

Requirements

Minimum 2 years as Front Office Manager at a luxury hotel
Excellent knowledge of Front Office procedures
University degree, college diploma or equivalent work experience
Must be a strong team player with proven leadership, development and delegation skills
Passionate about Guest Service and able to deliver excellent guest service skills
Excellent written and verbal communication skills
Highly organized, career and results oriented with the ability to be flexible with hours, assignments and additional duties
Have thorough knowledge of emergency policies, procedures and systems and experience in applying knowledge

Responsibilities

Direct and guide the Front Office team to ensure smooth and efficient operations across Front Desk, Royal Service, and Guest Services
Foster a collaborative team environment by modeling best practices, active listening, and providing timely, constructive feedback
Achieve high levels of guest and colleague satisfaction while adhering to company policies and procedures
Oversee and coordinate all Front Office and related operations to ensure seamless service delivery
Build and maintain strong working relationships with key departments, including Reservations, Housekeeping, Engineering, Restaurants, Sales, and Conference Services
Develop colleague schedules in line with budget guidelines, ensuring optimal coverage and operational efficiency; adjust room allocation during low occupancy to maximize housekeeping productivity
Recruit, interview, select, and develop colleagues to build a high-performing team
Coach and support colleagues to consistently deliver service excellence and create memorable guest experiences
Attend pre-conference meetings and ensure all operational details are clearly communicated and executed
Liaise with VIP and special attention guests, ensuring accommodations are properly prepared; greet and escort VIPs when possible
Support the development and maintenance of departmental manuals, ensuring all materials remain current and relevant (e.g., safety procedures, hours of operation, promotions, and service standards)
Conduct monthly team meetings, including documentation and follow-up on key actions
Design, implement, and monitor colleague engagement and incentive programs to drive service quality and revenue performance
Complete new hire and annual performance evaluations in a timely and effective manner
Prepare and manage the department’s operational budget
Monitor, track, and resolve guest feedback and concerns promptly
Develop and update job descriptions and standard operating procedures for all roles and shifts
Perform other duties as assigned