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Front Office Manager

at HCareers

Posted: 9/1/2020
Job Reference #: 9447_1521165
Keywords: office

Job Description

Summary of the hotel

Contemporary style meets Southern charm at AC Hotel New Orleans Bourbon/French Quarter Area. The neo-classical building was originally constructed in 1921 and has been transformed into an institutional quality asset having undergone a $20,000,000 state of art conversion of the storied New Orleans Cotton Exchange Building into a sleek, European-inspired boutique hotel. The property features 6 event spaces totaling 4,680 Sq. Ft, 220 newly renovated guest rooms, a rooftop terrace and is ideal for the modern-day traveler.

Position overview

Are you a fast thinking individual that seeks challenges with enthusiasm and a strong sense of urgency? Do you enjoy a competitive sales arena within the hospitality field? Do you enjoy building relationships and continued people interaction where your flexibility and ability to "think outside of the box" is recognized and appreciated? Are you persuasive by nature, but assertive and adept in securing new clients and insuring you are able to "close the deal"?

If the answer is YES, AC Hotel New Orleans,has an opportunity for you!

Under the guidance of the hotel General Manager the Front Office Manager oversees all Front Desk operations to ensure outstanding guest service and financial profitability.

Primary Responsibilities/Essential Functions:

Manages all Front Desk operations (may include guest service and registration, room inventory and availability.) Responsible for planning department goals and directing Team Members to achieve results. Provides guidance and direction to ensure overall departmental success.

Participates in the hiring process by interviewing potential Team Members and selecting those that best meet staffing needs. Participates in management training. Follows all Human Resources policies. Ensures staff receives any required training or attends mandatory meetings.

Monitors and develops Team Member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.

Monitors and assesses service and satisfaction trends, evaluates and addresses issues and makes improvements accordingly.

Initiates and implements up-selling techniques to promote services and facilities to maximize room occupancy and overall revenue.

Ensures Guest Services Agents consistently review expected arrivals in advance, check guests in/out of hotel according to procedures; ensures accurate guest billing and makes reservations outside of hours.

Ensures Guest Services Agents are adhering to all established accounting & cashiering practices including processing package adjustments, transfers, write-offs and disputes. Runs all necessary reports and balances paperwork.

Ensures Team Members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events. Ensures staff is kept informed about policies and procedures.

Resolves customer complaints and anticipates potential problems by reviewing and monitoring complaints, operational issues, business flow and Team Member performance to ensure high levels of customer satisfaction and quality. Notifies Management and/or Security of all unusual events, circumstances, missing items, or alleged theft.

Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team Members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team Member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.

Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Special Skills & Abilities/Mental and Physical Demands:

While performing the duties of the job the Team Member regularly stands for sustained periods of time or walks from one work area to another. While performing the duties of the job the Team Member frequently uses fingers to enter data into computer or operate telephone/office equipment. The Team Member occasionally grasps objects. The Team Member frequently reaches by extending hand(s) and arm(s) in any direction. Repetitive motions are made while entering data into computers. The Team Member occasionally stoops, kneels and crouches. The Team Member regularly talks and hears to answer phones and communicate with guests or staff. Lifting is occasionally required to move luggage and equipment. Exerts up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. The Team Member is required to have close visual acuity to view telephone console, computer terminal, documents and guests. The Team Member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned and to make general observations of facilities. The Team Member is subject to inside environmental conditions. The noise level is moderate. The Team Member is subject to hazards that include proximity to electrical current found in office related equipment. The Team Member is occasionally subject to atmospheric conditions such as perfumes, odors, or dusts.


Since 1987, Pacific Hospitality Group (PHG) has created a culture centered around a strategic Vision and MBM Guiding Principles to drive business success. With hotel properties from Poipu Beach in Kauai to the heart of the French Quarter in Louisiana, PHG's growing portfolio of hotels and resorts aims to maximize investment opportunities across the United States. The company manages, develops, finances, and owns 11 hotels and resorts located in California, Hawaii, Arizona, Texas, and Louisiana amassing 2,219 guest rooms and 144,552 square feet of premier indoor meeting and event space

For more information about this hotel and Pacific Hospitality Group (PHG) visit https://pacifichospitality.com and click on Hotel Portfolio tab and About PHG

AC Hotel New Orleans is an equal opportunity and E-Verify Employer M/F/V/D
(ref. 25909)

Application Instructions

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