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
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.

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.

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 details
• Medical, Dental, and Vision Coverage
• Short-Term and Long-Term Disability Income
• Term Life and AD&D Insurance
• Paid Time Off
• Employee Assistance Program
• 401k 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: