Front Office Leader – Guest Services

HRI Hospitality; New Orleans (LA); Hybride; USD 65 000 - 90 000; Plein temps

Résumé du poste

Aloft New Orleans Downtown is seeking a Guest Services Manager to lead the Front Office, ensure top-tier guest experiences, and uphold brand standards. You will guide front desk teams, manage schedules and payroll, and coordinate with Housekeeping and Maintenance to run efficient operations.

The role requires strong leadership, conflict resolution, and a hands-on approach to daily hotel operations, with weekend/holiday flexibility as needed.

Qualifications

• High school diploma or equivalent required.
• Minimum 3 years of progressive front office or guest services experience in a hotel environment.
• At least 1 year of supervisory or management experience required.
• Experience with hotel property management systems (OnQ, Opera, or similar) preferred.

Responsabilités

• Oversee all front office operations, ensuring smooth guest arrivals, departures, and service delivery.
• Supervise, train, and coach front desk staff to achieve departmental goals and maintain service standards.
• Manage scheduling, payroll approvals, and daily performance evaluations.
• Resolve guest complaints promptly and professionally to ensure complete satisfaction.
• Monitor and verify accuracy in cash handling, billing, and reporting.
• Partner with Housekeeping, Maintenance, and other departments to coordinate operations and maximize efficiency.
• Ensure compliance with safety, security, and brand policies at all times.
• Support the Director of Rooms with administrative tasks, budgeting, and operational planning.

Connaissances

Leadership

Interpersonal communication

Problem-solving

Decision-making

Conflict-resolution

Organizational skills

Team motivation

Flexibility

Formation

High School Diploma or Equivalent

Outils

OnQ

Opera PMS

Microsoft Office Suite (Outlook, Word, Excel)

Description du poste

Aloft New Orleans Downtown is seeking a Guest Services Manager to lead the Front Office, ensure top-tier guest experiences, and uphold brand standards. You will guide front desk teams, manage schedules and payroll, and coordinate with Housekeeping and Maintenance to run efficient operations.

The role requires strong leadership, conflict resolution, and a hands-on approach to daily hotel operations, with weekend/holiday flexibility as needed.