Front Office Manager

Front Office Manager The Troubadour Hotel New Orleans - 2.0 New Orleans, LA Job Details Full-time $42,000 - $68,000 a year 1 day ago Benefits Paid holidays Health insurance Dental insurance Paid time off Vision insurance Employee discount Opportunities for advancement Qualifications French Spanish Pricing Financial data reconciliation Operations management Auditors team management PCI Inventory management Night audit Staff scheduling Bachelor's degree in business Processing cash transactions Managing hospitality teams Mid-level Tax compliance Emergency management High school diploma or GED Team development Hiring Bachelor's degree Hospitality Management Front desk Hotel customer satisfaction operations Business Escalation handling Leadership 2 years Hotel safety procedures Cross-functional communication Overseeing training Performance evaluation Full Job Description Front Office Manager The Troubadour Hotel | New Orleans, Louisiana The Troubadour is a 184-room independent boutique hotel in downtown New Orleans entering an exciting new chapter, rebuilding our team and culture around a single standard: excellence. The Front Office Manager leads the front desk team, owns the end-to-end guest experience, and serves as a key operational partner to the General Manager. We are looking for a hands-on leader who sets the tone on the floor, coaches with intention, and obsesses over the details that turn guests into regulars.

Key Responsibilities Team Leadership:

Hire, schedule, train, coach, and develop Front Desk Agents and Night Auditors. Conduct shift huddles, monthly one-on-ones, performance reviews, and progressive discipline as needed.

Guest Experience and Recovery:

Own VIP arrivals, group blocks, and service recovery. Personally handle escalated complaints with empathy, urgency, and resolution; convert recoverable situations into loyalty moments.

Daily Operations and Communication:

Provide AM/PM floor presence, ensure shift coverage, lead pre-arrival reviews, and maintain accurate logbooks and shift handoffs. Communicate proactively with Housekeeping, Engineering, Sales, and ownership; produce daily flash and escalation reports for the General Manager.

PMS and Reservations Integrity:

Administer Cloudbeds:

rate plans, room types, inventory, profile management, and rate parity. Audit reservations daily for accuracy across direct, OTA, and group channels.

Revenue and Channel Support:

Partner with the General Manager and revenue management on inventory, restrictions, and pricing strategy. Reconcile Expedia, Booking.com, and Hotelbeds activity; flag and resolve discrepancies.

Cash, Audit, and Compliance:

Oversee cash handling, deposit verification, and night audit reconciliation. Enforce PCI-compliant payment handling, occupancy tax accuracy, and key control protocols.

Standards, SOPs, and Safety:

Maintain and enforce front office SOPs, brand standards, uniform and grooming expectations. Lead incident response, emergency procedures, and guest safety protocols; partner with security vendors as needed.

Qualifications Required:

High school diploma or GED; minimum 2 years of front office leadership experience (Front Office Manager, Assistant Front Office Manager, or Front Office Supervisor) at a full-service or upscale hotel; demonstrated PMS proficiency; available to work variable shifts including weekends and holidays; able to pass background check and drug screening.

Preferred:

Bachelor's degree in Hospitality Management, Business, or related field; experience with Cloudbeds; working knowledge of OTA extranets (Expedia, Booking.com, Hotelbeds); independent or boutique hotel experience; demonstrated team-building and coaching ability; conversational Spanish or French a plus.

Physical Requirements, Compensation, and Benefits Physical:

Ability to stand and move about the front desk and lobby for extended periods; lift, push, or pull up to 25 pounds; bend, reach, and use standard office equipment in a fast-paced environment.

Compensation:

Salaried, exempt position. Starting range $50,000 to $60,000 annually, commensurate with experience and credentials.

Full-Time Benefits:

Medical, dental, and vision insurance; paid time off and holidays; employee hotel discount program; direct deposit and on-demand pay; internal advancement opportunities as the property grows.