Front Desk Manager

Fairmont Hotels & Resorts; New Orleans (LA); On-site; USD 55,000 - 75,000; Full time

Job summary

Fairmont New Orleans is seeking a Front Office Manager to lead the guest services team in delivering exceptional experiences at our new luxury property. You will oversee recruitment, training, and daily Front Office operations while ensuring the highest standards of service and guest satisfaction.

Join a renowned luxury brand with a global presence and contribute to a culture of excellence, driving efficiency and guest delight at the heart of downtown New Orleans.

Qualifications

• Minimum 2 years experience in a Hotel leadership role.
• Dynamic, enthusiastic, creative leader who thrives under pressure and can multitask.
• Excellent interpersonal and communication skills, both written and verbal.
• Proven leadership skills supporting employee growth and interdepartmental teamwork and exceptional customer service.
• A leader who will lead, teach, and inspire our team to reach the next level of service.
• Hospitality Diploma an asset.

Responsibilities

• Consistently offer professional, friendly and engaging service to guests.
• Ensure guest satisfaction levels and uphold quality standards; develop and implement new systems and standards.
• Handle guest comments and complaints, ensuring needs are met or exceeded.
• Participate in interviewing and recruitment of Front Office Reception Agents.
• Oversee training and development of Front Office staff with detailed systems and procedures.
• Coordinate VIP and special attention reservations and guest relations.
• Coordinate and communicate information with other departments to ensure top guest service.
• Maintain awareness of emergency procedures and health and safety standards.
• Oversee payroll and staffing schedules for Front Office team.
• Ensure policies and procedures are followed, promoting empowerment within guidelines.

Skills

Leadership

Customer service

Interpersonal communication

Staff training

Time management

Crisis management

Education

Hospitality Diploma

Tools

PROPERTYmanager

Excel

Word

Time and Attendance

Watson

Job description

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 colleagues worldwide, we are dedicated to delivering exceptional service, fostering a culture of excellence, and making special happen.

Located in the heart of downtown Fairmont New Orleans will be an impressive new addition to Fairmont’s luxury portfolio, offering 250 luxury guest rooms, four food & drink venues, a rooftop pool with expansive views of the city, more than 19,000 square feet of function space, and a 10,000 square-foot spa.

This property is destined to become an illustrious destination in the Central Business District, nearby the city’s renowned and historic French Quarter.

Job Description

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly and engaging service
• Ensure guest satisfaction levels and standards of quality of service in addition to actively developing and implementing new systems and standards
• Handle of guests comments and complaints, ensuring guests needs are met or exceeded,
• Participate in interviewing and recruitment of Front Office Reception Agents
• Ensure efficient training and development of personnel by means of detailed systems and procedures in the Front Office (training manuals, fact sheets, internal coding systems, etc.)
• Oversee and participate in guest relations and directs arrangements for VIP and special attention reservations
• Give effective support to staff for the work, which has to be done and assists in all matters pertaining to the Front Office
• Organize, coordinate and supervise training, conduct regular training sessions and communications meetings
• Responsible for development and performance management of all Front Office colleagues
• Coordinate and communicate of information pertinent to all other departments to ensure the highest level of guest service
• Knowledge in emergency procedures, general crisis situation procedures and keeping health and safety in the forefront
• Ensure that all controls are in place and are adhered to, ie. rates, market codes, etc.
• Reviewing and revising daily reports and ensuring they are in line with SAQ standards
• Responsible for coordinate with the Reservation Manager and the Guest Services Managers all preparations for incoming conventions, groups and tours as well as all pre-arrival including blocking of rooms, convention resumes, special requirements and departure activities
• Maintain and assist the Front Office Manager on ongoing training and motivation programs
• Responsible for all details of employees administration, payroll forecasts, payroll administration on a daily, weekly and monthly basis
• Maintain and submit to the Front Office Manager, approved staffing schedules on a weekly basis
• Must maintain a flexible schedule and be available to work overnight shifts when operational needs require, including occasional coverage of overnight operations.
• Responsible for personal cash float
• Ensure Fairmont policies and procedures are known, followed and enforced, promote the philosophy of empowerment within guidelines
• In all that we do create and be responsible for smart goals that help to achieve EOS, VOG, RevPAR, GOP yearly objectives
• All other duties assigned

Qualifications

• Minimum 2 years experience in a Hotel leadership role
• Computer literacy required: PROPERTYmanager or another property management system, Excel, Word, Time and Attendance, Watson
• Dynamic, enthusiastic, creative leader who thrives under pressure and is able to perform multiple functions at the same time
• Excellent interpersonal and communication skills, both written and verbal
• Proven leadership skills which supports an environment of employee growth and development, interdepartmental teamwork and exceptional customer service
• A leader who will lead, teach, inspire our team to reach the next level of service
• Hospitality Diploma an asset.

Additional Information

All your information will be kept confidential according to EEO guidelines.