Hilton Garden Inn New Orleans Convention Center - Front Desk Assistant Manager OEM

Assistant Front Office Manager – Role Overview The Assistant Front Office Manager supports the Front Office Manager (FOM) in overseeing daily front desk operations while ensuring exceptional guest service, smooth staff performance, and adherence to hotel standards and policies. This role blends leadership, guest relations, and operational control. Core Responsibilities Front Desk Operations Oversee day-to-day front office activities (check-in, check-out, room assignments) Ensure proper use of PMS and accuracy of guest accounts Maintain smooth handoffs between shifts Serve as Manager on Duty Guest Experience & Service Recovery Handle escalated guest issues and complaints professionally Conduct service recovery and follow-up when needed Monitor guest feedback, reviews, and service scores Ensure brand standards and hospitality culture are upheld Team Leadership & Supervision Supervise Guest Service Agents and Front Desk Supervisors Coach, train, and support team members on service standards Assist with onboarding and mentoring new hires Enforce policies, attendance, and grooming standards Support performance management and corrective action Scheduling & Coverage Assist with creating and managing schedules Cover shifts or adjust staffing as needed Approve or coordinate shift swaps per policy Ensure proper staffing levels for expected occupancy Communication & Coordination Act As a Key Communication Link Between Front Office & Housekeeping Front Office & Engineering Front Office & Management Communicate guest needs, room status, and priorities clearly Prepare or assist with shift briefings Cash Handling & Reporting Oversee cash handling procedures and audits Review shift reports, discrepancies, and end-of-day processes Ensure compliance with financial controls Key Skills & Competencies Strong leadership and people-management skills Excellent communication and conflict-resolution abilities Attention to detail and organizational skills Ability to multitask in a fast-paced environment Knowledge of PMS systems Pep Professional judgment and discretion Calm, confident decision-making under pressure Authority & Decision-Making Typically Authorized To Make guest service recovery decisions within limits Adjust room assignments and rates per policy Approve schedule changes or shift coverage Act as Manager on Duty when leadership is unavailable Escalates To Front Office Manager or Assistant GM for major issues AGM for serious disciplinary matters Success Metrics (How Performance Is Measured) Guest satisfaction scores and reviews Accuracy of billing and cash handling Staff engagement, retention, and performance Compliance with brand and operational standards Smooth daily operations with minimal escalation Typical Day Snapshot Review arrivals, departures, VIPs, and occupancy Check room status and staffing levels Support front desk during peak periods Address guest concerns and team needs Communicate with departments throughout the day Complete reports and hand off for next shift Shifts may vary based on business requirements. Predominant shift will be 3pm-1130pm. Join Our Team as a Front Desk Assistant Manager! At Aimbridge Hospitality, we’re all about creating unforgettable guest experiences—and as our Front Desk Assistant Manager OEM, you’ll be right at the heart of it. Working side-by-side with the Front Desk Manager, you’ll help keep the front office running smoothly, making sure every guest is greeted with warmth, efficiency, and a touch of hospitality magic. You’ll help drive room revenue, boost occupancy, and lead the team in delivering service that guests rave about. If you’re a customer service rockstar with a knack for solving problems and keeping things organized, we’d love to have you on our team! This position is an overtime eligible manager (OEM), overtime does apply and is calculated accordingly. Key Skills/Responsibilities Service with a Smile: You’re the friendly face guests and team members count on. Whether it’s a warm welcome or a helpful hand, you deliver top-notch service that makes people feel right at home.Lead the Way: You motivate, coach, and guide the front desk crew like a pro—keeping standards high, operations smooth, and the vibe positive.Problem-Solving Powerhouse: You spot issues before they become problems and handle guest concerns with calm, quick thinking. Smooth operations? That’s your specialty.Master of the Details: From managing room revenue to keeping your look sharp and systems running, you’ve got the financial smarts, organizational skills, and tech know-how to keep everything on point. Education & Experience 2-year college degree with 3 or more years of related experience, or a 4-year college degree with at least 1 year of related experience.3- 5 years of progressive experience in a hotel or related field, preferably with supervisory experience.Effective in handling stressful, high-pressure situations while maintaining composure and objectivity.Compliance with certification requirements may include Food Handlers, Alcohol Awareness, CPR, and First Aid. Benefits After an initial waiting period, those hired into full time positions are eligible for a competitive benefits package that includes the following: Now offering Daily Pay! Ask your Recruiter for more detailsMedical, Dental, and Vision CoverageShort-Term and Long-Term Disability IncomeTerm Life and AD&D InsurancePaid Time OffEmployee Assistance Program401k Retirement Plan Property Information Situated one block from the Morial Convention Center and within walking distance to many top New Orleans attractions, this hotel features spacious accommodations along with many of today's modern conveniences. The Hilton Garden Inn New Orleans Convention Center places guests in the heart of the city. The historic French Quarter, the shopping of Royal Street and the historic St. Charles Avenue Street Car line are only steps from the hotel. Application deadline for Colorado positions: Assistant Front Office Manager – Role Overview The Assistant Front Office Manager supports the Front Office Manager (FOM) in overseeing daily front desk operations while ensuring exceptional guest service, smooth staff performance, and adherence to hotel standards and policies. This role blends leadership, guest relations, and operational control. Core Responsibilities 1. Front Desk Operations Oversee day-to-day front office activities (check-in, check-out, room assignments) Ensure proper use of PMS and accuracy of guest accounts Maintain smooth handoffs between shifts Serve as Manager on Duty 2. Guest Experience & Service Recovery Handle escalated guest issues and complaints professionally Conduct service recovery and follow-up when needed Monitor guest feedback, reviews, and service scores Ensure brand standards and hospitality culture are upheld 3. Team Leadership & Supervision Supervise Guest Service Agents and Front Desk Supervisors Coach, train, and support team members on service standards Assist with onboarding and mentoring new hires Enforce policies, attendance, and grooming standards Support performance management and corrective action 4. Scheduling & Coverage Assist with creating and managing schedules Cover shifts or adjust staffing as needed Approve or coordinate shift swaps per policy Ensure proper staffing levels for expected occupancy 5. Communication & Coordination Act as a key communication link between: Front Office & Housekeeping Front Office & Engineering Front Office & Management Communicate guest needs, room status, and priorities clearly Prepare or assist with shift briefings 6. Cash Handling & Reporting Oversee cash handling procedures and audits Review shift reports, discrepancies, and end-of-day processes Ensure compliance with financial controls Key Skills & Competencies Strong leadership and people-management skills Excellent communication and conflict-resolution abilities Attention to detail and organizational skills Ability to multitask in a fast-paced environment Knowledge of PMS systems Pep Professional judgment and discretion Calm, confident decision-making under pressure Authority & Decision-Making Typically authorized to: Make guest service recovery decisions within limits Adjust room assignments and rates per policy Approve schedule changes or shift coverage Act as Manager on Duty when leadership is unavailable Escalates to: Front Office Manager or Assistant GM for major issues AGM for serious disciplinary matters Success Metrics (How Performance Is Measured) Guest satisfaction scores and reviews Accuracy of billing and cash handling Staff engagement, retention, and performance Compliance with brand and operational standards Smooth daily operations with minimal escalation Typical Day Snapshot Review arrivals, departures, VIPs, and occupancy Check room status and staffing levels Support front desk during peak periods Address guest concerns and team needs Communicate with departments throughout the day Complete reports and hand off for next shift Shifts may vary based on business requirements. Predominant shift will be 3pm-1130pm.