Front Office Manager Job at Marriott Bonvoy (New Orleans)

Job Description

The Front Office Manager is responsible for the daily operation of the front desk and all guest-facing arrival and departure functions at City Express by Marriott. This role leads the front office team in delivering Marriott brand standards, driving Bonvoy enrollments, maintaining guest satisfaction (GSS/Medallia) scores, and managing the rooms inventory in coordination with revenue management. The ideal candidate brings prior Marriott-branded hotel experience and is comfortable operating in a bilingual (English/Spanish) guest and team environment.

Job Responsibility

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 (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
Conduct 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

Requirements

Minimum 2 years of front office supervisory or management experience in a Marriott-branded hotel
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
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)

Nice to have

Bilingual English/Spanish
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)
Associate's or bachelor's degree in Hospitality Management

What we offer

401(k) with match
PTO

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Front Office Manager

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