Job Overview
Employment Type
Full-time
Compensation
Salary
Exact $45,000.00
Work Schedule
Standard Hours
Benefits
401(k)
Paid Time Off
Health Insurance
Dental Insurance
Vision Insurance
Employee Discounts
Retirement Plan
Job Description
City Express by Marriott, located at 10100 I-10 Service Road in New Orleans, Louisiana, is a vibrant hotel operated by Garnet Hotels, an independent franchisee. Garnet Hotels manages this property as a separate entity from Marriott International and its subsidiaries, ensuring a distinct approach to employment policies, staffing, and compensation. The hotel upholds the high standards synonymous with the Marriott brand, providing guests with exceptional service and comfortable accommodations in the bustling New Orleans market. Known for integrating Marriott's global hospitality excellence with a regional touch, City Express by Marriott caters to both leisure and business travelers, offering a welcoming environment, modern amenities, and a convenient location near key city attractions. This full-time, management-level position comes with a competitive salary of $45,000 and offers benefits such as a 401(k) plan with company match and paid time off (PTO).
The Front Office Manager at City Express by Marriott plays a pivotal role in overseeing the daily operations of the front desk as well as all guest-facing arrival and departure activities. This role requires a leader who can effectively guide a bilingual (English/Spanish) team to maintain adherence to the Marriott brand standards while simultaneously driving key performance indicators such as Bonvoy memberships and guest satisfaction scores. The ideal candidate is expected to have prior experience in a Marriott-branded hotel environment, preferably within select-service brands such as City Express, Fairfield Inn, SpringHill Suites, Courtyard, or Four Points. They should be comfortable operating various Marriott systems including MARSHA, FOSSE or Opera Cloud, Empower GXP, and Marriott Bonvoy enrollment platforms.
Key responsibilities include supervising front desk agents and night auditors, managing schedules, training, and performance reviews. The Front Office Manager also ensures compliance with brand standard audits and operational procedures while collaborating closely with housekeeping and engineering to coordinate room availability and maintenance issues. Financial stewardship is a critical component of the role, involving management of labor costs, supplies, and complimentary items. The role also supports revenue management strategies, including overbooking policies and upsell programs. Additionally, the manager must ensure compliance with federal, state, and local regulations, including ADA and OSHA standards, and be an active member of the property emergency response team.
This role demands strong leadership skills, competence in conflict resolution, and a passion for team development. The position requires flexibility, with availability to work nights, weekends, holidays, and on-call shifts. Candidates are expected to be proficient with Microsoft Office applications and possess the ability to handle physical demands such as standing for extended periods and lifting moderate weights. The Front Office Manager contributes significantly to sustaining City Express by Marriott’s reputation for excellence in guest service and operational efficiency while fostering a positive work culture and effective communication across departments.
The Front Office Manager at City Express by Marriott plays a pivotal role in overseeing the daily operations of the front desk as well as all guest-facing arrival and departure activities. This role requires a leader who can effectively guide a bilingual (English/Spanish) team to maintain adherence to the Marriott brand standards while simultaneously driving key performance indicators such as Bonvoy memberships and guest satisfaction scores. The ideal candidate is expected to have prior experience in a Marriott-branded hotel environment, preferably within select-service brands such as City Express, Fairfield Inn, SpringHill Suites, Courtyard, or Four Points. They should be comfortable operating various Marriott systems including MARSHA, FOSSE or Opera Cloud, Empower GXP, and Marriott Bonvoy enrollment platforms.
Key responsibilities include supervising front desk agents and night auditors, managing schedules, training, and performance reviews. The Front Office Manager also ensures compliance with brand standard audits and operational procedures while collaborating closely with housekeeping and engineering to coordinate room availability and maintenance issues. Financial stewardship is a critical component of the role, involving management of labor costs, supplies, and complimentary items. The role also supports revenue management strategies, including overbooking policies and upsell programs. Additionally, the manager must ensure compliance with federal, state, and local regulations, including ADA and OSHA standards, and be an active member of the property emergency response team.
This role demands strong leadership skills, competence in conflict resolution, and a passion for team development. The position requires flexibility, with availability to work nights, weekends, holidays, and on-call shifts. Candidates are expected to be proficient with Microsoft Office applications and possess the ability to handle physical demands such as standing for extended periods and lifting moderate weights. The Front Office Manager contributes significantly to sustaining City Express by Marriott’s reputation for excellence in guest service and operational efficiency while fostering a positive work culture and effective communication across departments.
Job Requirements
- Minimum 2 years of front office supervisory or management experience in a Marriott-branded hotel such as City Express, Fairfield Inn, SpringHill Suites, Courtyard, or Four Points
- Working knowledge of Marriott systems including MARSHA, FOSSE or Opera Cloud, Empower GXP, MGS
- Proven track record of meeting or exceeding guest satisfaction scores, Bonvoy enrollment, and intent-to-recommend targets
- High school diploma or GED required
- Strong leadership skills
- Ability to work a flexible schedule including nights, weekends, holidays, and on-call coverage
- Proficiency with Microsoft Office including Outlook, Excel, and Word
Job Qualifications
- Minimum 2 years of front office supervisory or management experience in a Marriott-branded hotel such as City Express, Fairfield Inn, SpringHill Suites, Courtyard, or Four Points
- Working knowledge of Marriott systems including MARSHA, FOSSE or Opera Cloud, Empower GXP, MGS
- Proven track record of meeting or exceeding Guest Satisfaction Scores (GSS), Bonvoy enrollment, and intent-to-recommend targets
- High school diploma or GED required
- associate's or bachelor's degree in Hospitality Management preferred
- Strong leadership, conflict resolution, and team development skills
- Ability to work a flexible schedule including nights, weekends, holidays, and on-call coverage
- Proficiency with Microsoft Office including Outlook, Excel, and Word
- Bilingual English/Spanish strongly preferred
- Experience opening or transitioning a property to the City Express by Marriott flag preferred
- Prior experience managing labor through Kronos/UKG or similar scheduling platforms preferred
- Familiarity with the New Orleans MSA group/transient mix including convention, leisure, port/cruise, and oil & gas corporate sectors preferred
Job Duties
- Oversee day-to-day front desk operations including check-in/check-out, reservations, guest requests, room assignments, and night audit oversight
- Supervise, schedule, train, and coach front desk agents and night auditors
- conduct performance reviews and corrective action as needed
- Ensure full compliance with Marriott brand standards including BSA audits, LSOP/SOP adherence, and brand identity guidelines for City Express
- Operate and train staff on Marriott systems such as MARSHA, FOSSE or Opera Cloud, Empower GXP, MGS, mLearning, and Marriott Bonvoy enrollment platforms
- Drive Marriott Bonvoy enrollment goals and elite member recognition standards
- Monitor and respond to guest feedback through GuestVoice/Medallia
- resolve guest complaints in real time and follow up on service recovery
- Partner with Housekeeping and Engineering to coordinate room readiness, OOO/OOS inventory, and maintenance issues
- Manage front office budget line items including labor cost, supplies, and complimentary item usage
- Support revenue management decisions including monitoring pickup, walk policies, overbooking strategy, and upsell programs
- Ensure PCI compliance and proper handling of guest payment information
- Conduct daily pre-shift huddles, MOD shifts, and weekly departmental meetings
- Maintain compliance with all federal, state, and local regulations including ADA, OSHA, and Louisiana lodging/occupancy tax requirements
- Serve as a key member of the property's emergency response team
Job Criteria
Experience
No experience required
Job Location
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