HEI Hotels & Resorts · 13 hours ago
Front Office Manager
New Orleans, LA
Full-time
Onsite
Entry, Mid Level
2+ years expHEI Hotels & Resorts operates the Astor Crowne Plaza New Orleans, a luxury hotel located in the French Quarter. The Front Office Manager is responsible for ensuring guest service standards are met through effective training, staffing, and management of front office operations.
Responsibilities
Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied
Implement company and franchise programs
Prepare forecasts and reports and assist in the development of the room’s budget
Monitor and maintain the front office systems and equipment to ensure their optimum performance
Track guest satisfaction surveys and maximize usage of the guest response tracking system
Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs
Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals
Communicate both verbally and in writing to provide clear direction to staff
Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality
Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations
Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality
Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues
Regular attendance in conformance with the standards is essential to the successful performance of this position
Comply with attendance rules and be available to work on a regular basis
Perform any other job-related duties as assigned
Qualification
Required
Minimum of 2 years Front Desk experience, preferably in leadership role
Proficient with PMS system
Advanced knowledge of brand's reward program
Able to handle cash and credit transactions
Computer literacy and financial management a must
Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
General knowledge of local area attractions and transportation
Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates
Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws
Able to establish and maintain effective working relationships with associates and customers
Able to make sound business decisions and take action quickly based on previous experience and good judgment
Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning
Effective verbal and written communication skills
Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc
Benefits
Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield
Vision insurance programs through EyeMed
Vacation, Sick and Holiday programs
Pet insurance through the ASPCA
Supplemental, Spousal and Child Life insurance
Short and Long-Term Disability plans
401(k) Savings Plan with matching funds
Discounts through our 'YouDecide' and Hotel Room Discount programs
Company
HEI Hotels & Resorts
Founded in 1985, HEI Hotels & Resorts is one of the nation’s leading privately held hotel investment and third-party management companies.
10001+ employees
H1B Sponsorship
HEI Hotels & Resorts has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2023 (1)
2022 (3)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Ted Darnall
CEO Lodging and Technical Services Companies
Brad Koch
Chief Technology Officer
Recent News
2025-09-12
Seattle TechFlash
2025-04-14
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