Front Office Manager

Key Responsibilities

• Oversee day-to-day front desk operations including check-in/check-out, reservations, guest requests, room assignments, and night audit oversight.
• 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 (BSA audits, LSOP/SOP adherence, brand identity guidelines for City Express).
• Operate and train staff on Marriott systems: MARSHA, FOSSE or Opera Cloud (depending on property), 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: labor cost, supplies, and complimentary item usage.
• Support revenue management decisions: monitor pickup, walk policies, overbooking strategy, and upsell programs.
• Ensure PCI compliance and proper handling of guest payment information.
• Carry out daily pre-shift huddles, MOD (Manager on Duty) 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.

Required Qualifications

• Minimum 2 years of front office supervisory or management experience in a Marriott-branded hotel (City Express, Fairfield Inn, SpringHill Suites, Courtyard, Four Points, or similar select-service brand strongly preferred).
• Working knowledge of Marriott systems (MARSHA, FOSSE or Opera Cloud, Empower GXP, MGS).
• Proven track record of meeting or exceeding 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 (Outlook, Excel, Word).

Preferred Qualifications

• Bilingual English/Spanish (strongly preferred) — given City Express's brand heritage and the diverse guest and associate population in the New Orleans market.
• Experience opening or transitioning a property to the City Express by Marriott flag.
• Prior experience managing labor through Kronos/UKG or similar scheduling platforms.
• Familiarity with the New Orleans MSA group/transient mix (convention, leisure, port/cruise, oil & gas corporate).

Physical Requirements

• Ability to stand and walk for extended periods (up to 8 hours).
• Ability to lift up to 25 lbs occasionally (luggage assistance, supplies).
• Visual acuity to read computer screens and printed materials.

Compensation & Benefits

• 401(k) with match and PTO

Overview of benefits offered

• (401K, PTO, etc.)

Expected work schedule

• Full time

Relocation assistance details

• (lump sum, temporary accommodations, etc.)