Guest Services Manager

HRI Hospitality; New Orleans (LA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Interpersonal communication

Problem-solving

Decision-making

Conflict-resolution

Organizational skills

Team motivation

Flexibility

Education

High School Diploma or Equivalent

Tools

OnQ

Opera PMS

Microsoft Office Suite (Outlook, Word, Excel)

Job description

## Guest Services ManagerApply: Aloft New Orleans Downtown: Full time: Posted Today: End Date: November 5, 2026 (30 days left to apply): JR105174Bring your personality, energy, and passion for hospitality to Aloft Hotels, proudly managed by HRI Hospitality. The Guest Services Manager is responsible for overseeing the daily operations of the Front Office to ensure exceptional guest experiences, efficient processes, and consistent adherence to company and brand standards. This role provides leadership, training, and direction to front desk staff, fosters a positive team environment, and maintains the highest level of guest satisfaction.JOB DESCRIPTION**Job Title**: Guest Services Manager**Department:** Front Office **Supervision Exercised:** Front Office Associates**Supervision Received:** General Manager**MINIMUM REQUIREMENTS****Education*** High school diploma or equivalent required.**Experience*** 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.**Skills and Knowledge*** Strong leadership and interpersonal communication skills.* Excellent problem-solving, decision-making, and conflict-resolution abilities.* Advanced organizational skills and attention to detail.* Proficient in Microsoft Office Suite (Outlook, Word, Excel).* Ability to lead by example and motivate a diverse team.* Flexibility to work a variety of schedules, including weekends and holidays.**JOB DUTIES*** 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.* Perform additional duties as assigned by management.