Assistant Front Office Manager

Accorhotel; New Orleans (LA); On-site; USD 60,000 - 76,000; Full time

Job summary

Accorhotel is seeking a Hotel Front Office Leader to drive guest satisfaction, oversee reception operations and train staff across the front desk. You will coordinate with other departments to ensure superior guest service and maintain adherence to quality standards.

The role requires strong leadership, multi-tasking, and passion for developing a high-performing front office team while ensuring efficient daily operations and exceptional guest experiences.

Qualifications

• Minimum 2 years experience in a Hotel leadership role.
• Computer literacy: Property management system (e.g., PMS), Excel, Word, Time and Attendance, Watson.
• Dynamic, enthusiastic, creative leader who thrives under pressure and can perform multiple functions.
• Excellent interpersonal and communication skills, both written and verbal.
• Proven leadership skills that support employee growth, interdepartmental teamwork and exceptional customer service.
• A leader who will lead, teach and inspire the team to reach higher service levels.
• Hospitality Diploma is an asset.

Responsibilities

• Offer professional, friendly and engaging service.
• Ensure guest satisfaction and standards of quality of service.
• Handle guest comments and complaints and meet or exceed guest needs.
• Participate in interviewing Front Office Reception Agents.

Skills

Leadership

Interpersonal communication

Team development

Multi-tasking under pressure

Education

Hospitality diploma

Tools

Property management system

Excel

Word

Time and Attendance

Watson

Job description

Responsibilities

• Consistently offer professional, friendly and engaging service
• Ensure guest satisfaction levels and standards of quality of service in addition to actively developing and implementing new systems and standards
• Handle of guests comments and complaints, ensuring guests needs are met or exceeded,
• Participate in interviewing and recruitment of Front Office Reception Agents
• Ensure efficient training and development of personnel by means of detailed systems and procedures in the Front Office (training manuals, fact sheets, internal coding systems, etc.)
• Oversee and participate in guest relations and directs arrangements for VIP and special attention reservations
• Give effective support to staff for the work, which has to be done and assists in all matters pertaining to the Front Office
• Organize, coordinate and supervise training, conduct regular training sessions and communications meetings
• Responsible for development and performance management of all Front Office colleagues
• Coordinate and communicate of information pertinent to all other departments to ensure the highest level of guest service
• Knowledge in emergency procedures, general crisis situation procedures and keeping health and safety in the forefront
• Ensure that all controls are in place and are adhered to, ie. rates, market codes, etc.
• Reviewing and revising daily reports and ensuring they are in line with SAQ standards
• Responsible for coordinate with the Reservation Manager and the Guest Services Managers all preparations for incoming conventions, groups and tours as well as all pre-arrival including blocking of rooms, convention resumes, special requirements and departure activities
• Maintain and assist the Front Desk Manager on ongoing training and motivation programs
• Responsible for all details of employees administration, payroll forecasts, payroll administration on a daily, weekly and monthly basis
• Maintain and submit to the Front Desk Manager, approved staffing schedules on a weekly basis
• Must maintain a flexible schedule and be available to work overnight shifts when operational needs require, including occasional coverage of overnight operations.
• Responsible for personal cash float
• Ensure Fairmont policies and procedures are known, followed and enforced, promote the philosophy of empowerment within guidelines
• In all that we do create and be responsible for smart goals that help to achieve EOS, VOG, RevPAR, GOP yearly objectives
• All other duties assigned

Requirements

• Minimum 2 years experience in a Hotel leadership role
• Computer literacy required: PROPERTY manager or another property management system, Excel, Word, Time and Attendance, Watson
• Dynamic, enthusiastic, creative leader who thrives under pressure and is able to perform multiple functions at the same time
• Excellent interpersonal and communication skills, both written and verbal
• Proven leadership skills which supports an environment of employee growth and development, interdepartmental teamwork and exceptional customer service
• A leader who will lead, teach, inspire our team to reach the next level of service
• Hospitality Diploma an asset.

All your information will be kept confidential according to EEO guidelines.