Front Office Manager

New Orleans, LA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Day Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Professional Development

flexible schedule

Job Description

Highgate is a prominent real estate investment and hospitality management company with over 30 years of experience and $15 billion of assets under management. With a global portfolio including more than 400 hotels across North America, Europe, the Caribbean, and Latin America, Highgate has established itself as a leader in the hospitality industry. The company's strategic expertise spans the entire property cycle, from initial planning and development through recapitalization or eventual disposition. Highgate is recognized for creating diverse portfolios encompassing bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, all defined by contemporary programming and digital innovation. Employing industry-leading revenue management tools, Highgate effectively identifies and predicts market trends to maximize asset performance and value. Supported by an executive team of seasoned hospitality professionals and worldwide corporate offices, Highgate maintains trusted partnerships with top ownership groups and major hotel brands, continually striving to deliver exceptional guest experiences and outstanding business results. For more information, visit www.highgate.com.

The Front Office Manager role is based in a luxurious hotel located steps away from premier attractions in the Arts District and French Quarter of New Orleans, offering a distinct atmosphere that blends the city's charm and mystery with modern conveniences. This freshly renovated hotel prides itself on exemplary service provided by a professional, courteous staff dedicated to creating memorable guest stays. The Front Office Manager will be responsible for overseeing the operations of Guest Services, Concierge, and Uniformed Services/Transportation departments, ensuring these areas function attentively, efficiently, and in a friendly manner. A central focus of this role is delivering exceptional guest service from arrival through departure while optimizing room revenue and occupancy metrics. The manager will conduct daily status reviews, analyze rate variances, and collaborate extensively with internal departments such as housekeeping, reservations, and accounting to maintain smooth operations. Key responsibilities include motivating and developing the Guest Services team, maintaining compliance with Highgate's Standard Operating Procedures, handling guest concerns promptly, and ensuring accurate financial transactions and reporting. The Front Office Manager also plays an important role in recruitment, training, and scheduling, aligning labor resources with business needs and budget considerations. This leadership position demands a professional demeanor, excellent communication skills, and the ability to multitask in a fast-paced environment. By fostering a culture of attentiveness, courtesy, and efficiency, the Front Office Manager directly contributes to elevated guest satisfaction scores and supports hotel goals related to revenue and occupancy growth.

Job Requirements

High school diploma or equivalent
Minimum 5 years experience in a hotel or related hospitality field
Proven supervisory experience
Proficiency in computer systems and software used by the company
Valid driver’s license
Ability to work flexible hours including long and light shifts
Able to exert physical effort such as lifting up to 20 pounds occasionally
Strong communication skills
Problem-solving aptitude
Ability to maintain professional demeanor
Effective multitasking and organizational skills
Commitment to adherence to company policies and standards
Availability to attend required meetings and trainings
Regular punctual attendance
Ability to maintain confidentiality

Job Qualifications

At least 5 years of progressive experience in a hotel or related field or a 2-year college degree and 3 or more years of related experience or a 4-year college degree and at least 1 year of related experience
Supervisory experience required
Proficient in Windows, company approved spreadsheets and word processing
Valid driver’s license from applicable state
Must be able to communicate effectively verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous and service-oriented manner
Effective listening skills to understand and clarify concerns raised by employees and guests
Ability to multitask and prioritize departmental functions to meet deadlines
Attend all hotel required meetings and trainings
Participate in M.O.D. coverage as required
Maintain regular attendance in compliance with Highgate Hotel standards
Maintain high standards of personal appearance and grooming
Comply with Highgate Hotel standards and regulations to encourage safe and efficient operations
Able to handle problems including anticipation, prevention, identification and resolution
Ability to understand and evaluate complex information and data
Maintain confidentiality of information
Perform other duties as requested by management

Job Duties

Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls in an attentive, courteous and efficient manner
Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel SOPs
Carry a cell phone at all times
Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel SOPs
Develop employee morale and ensure training of Guest Services personnel
Maximize room revenue and occupancy by reviewing status daily and analyzing rate variance
Attend daily and monthly Rooms Merchandising meetings
Participate in required M.O.D. program as scheduled
Review Guest Services staff's worked hours for payroll compilation and submit to Accounting timely
Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements
Ensure no-show revenue is maximized through consistent and accurate billing
Maintain Highgate Hotel SOPs regarding Purchase Orders, vouchering of invoices and checkbook accounting
Ensure Wage Progress, Productivity and Ten Day Forecast are completed timely according to SOPs
Promote open communication with managers, employees and other departments
Work closely with Accounting on follow-up items such as returned checks, rejected credit cards and employee discrepancies
Operate all aspects of the Front Office computer system including software maintenance, report generation and analysis
Monitor proper operation of the P.B.X. console ensuring SOP compliance
Ensure staff greet and welcome all guests following SOPs
Implement all Highgate Hotel policies and house rules
Ensure sign off of all Service Standards by Position for Guest Services staff
Assist in preparation of revenue and occupancy forecasting
Ensure timely logging and delivery of all messages, packages and mail
Maintain constant communication with Housekeeping, Reservations and the Credit Manager
Operate radios efficiently and professionally
Coordinate implementation of Highgate Hotel’s service philosophy
Ensure correct and accurate cash handling at the Front Desk
Follow and enforce all Highgate Hotel credit policies
Ensure employees are always attentive, friendly, helpful and courteous
Maintain and monitor Lost and Found procedures
Establish and maintain key control system
Ensure participation in monthly team meetings
Focus Guest Services Department on contributing to Guest Service and audit scores
Monitor all VIPs, special guests and requests