Front Desk Supervisor

Fairmont; New Orleans (LA); On-site; USD 38,000 - 56,000; Full time

Job summary

Fairmont New Orleans is seeking a Front Desk Supervisor to lead daily Front Office operations and uphold luxury service standards. You will mentor colleagues, coordinate with Front Desk, Royal Service, and other departments to ensure seamless guest experiences.

The role requires strong leadership, excellent communication, and a proactive approach to guest satisfaction, with a flexible schedule and focus on performance development.

Qualifications

• Minimum one year of previous Front Desk supervisory experience.
• Previous Front Office / Guest Services experience.
• Strong knowledge of PMS, preferably OPERA Cloud.
• Proficiency in Microsoft Word and Excel.
• Hotel Management / Hospitality degree is an asset.
• Strong leadership and colleague development skills.

Responsibilities

• Supervise daily Front Office activities and coordinate with Front Desk and Royal Service teams to ensure luxury service standards.
• Monitor check-in/check-out, room assignments, billing, and guest requests.
• Maintain knowledge of hotel services, outlets, and local attractions to assist guests.
• Foster strong rapport with guests and colleagues through personalized service.
• Lead coaching and development, provide feedback, and support performance evaluations.
• Collaborate across departments to ensure seamless guest experiences.

Skills

Leadership

Coaching

Guest service excellence

Communication

Organization

Problem-solving

Attention to detail

Education

Hotel Management / Hospitality degree (asset)

Tools

OPERA Cloud

Microsoft Word

Excel

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

• Consistently provide professional, engaging, warm, and friendly service while leading by example and upholding Fairmont New Orleans luxury service standards.
• Supervise and monitor the daily activities of Front Office colleagues while working closely with the Front Desk and Royal Service teams to ensure efficient and seamless operations.
• Monitor daily Front Desk operations, including check-in, check-out, room assignments, billing, cashiering, guest requests, and overall guest service.
• Ensure all Front Desk colleagues maintain thorough and current knowledge of the hotel's products, services, facilities, amenities, outlets, events, promotions, and local attractions.
• Review daily arrival reports, VIP arrivals, special occasions, repeat guests, groups, and market mix to ensure all special requirements and preferences are appropriately communicated and exceeded whenever possible.
• Establish strong rapport with guests and colleagues while building lasting relationships through personalized service and genuine hospitality.
• Ensure the arrival and departure experience is seamless through effective coordination of VIPs, special requests, groups, room readiness, and interdepartmental communication.
• Lead, teach, coach, mentor, and inspire Front Office colleagues to create memorable guest experiences and consistently achieve service standards.
• Support the Front Desk colleague mentorship program through regular one-on-one meetings focused on development, coaching, performance, and career growth.
• Assist with onboarding, training, cross-training, and ongoing development of Front Office colleagues, including identifying opportunities for additional training and skill development.
• Conduct and support regular performance evaluations and provide timely, constructive feedback and recognition to colleagues.
• Carry out performance management consistently in accordance with standards established by the Department Head and People & Culture.
• Foster an environment that promotes job fulfillment, professional development, career growth, positive employee relations, and the Fairmont values of Respect, Integrity, Teamwork, Accountability, and Excellence.
• Empower colleagues to resolve guest service challenges while ensuring concerns are appropriately documented, tracked, communicated, and followed through to resolution.
• Assist with guest recovery and personally follow up on significant guest concerns to ensure resolution and satisfaction.
• Work collaboratively with Front Office leadership and other hotel departments to ensure the guest remains the highest priority.
• Maintain effective communication between Front Office, Royal Service, Housekeeping, Engineering, Reservations, Sales, Food & Beverage, and other hotel departments.
• Support the Front Office Manager with daily operational decisions, staffing needs, scheduling adjustments, and service priorities.
• Develop, implement, and maintain Front Office standards, procedures, and operational practices in accordance with Fairmont brand standards.
• Execute financial responsibilities accurately and in accordance with established hotel policies, procedures, and internal controls, including proper record keeping.
• Promote and actively support the hotel's upselling program in accordance with Fairmont brand standards and established revenue goals.
• Maintain strong attention to detail and ensure all time-sensitive operational and administrative tasks are completed accurately and efficiently.
• Participate in daily briefings, departmental meetings, training sessions, pre-opening initiatives, and hotel-wide programs as required.
• Suggest and participate in regular training on updated operational topics, systems, procedures, and skill sets based on departmental needs.
• Support hotel emergency procedures and serve as a vital member of the hotel's emergency response team.
• Ensure a safe environment for guests and colleagues by following all hotel Health & Safety policies, procedures, and applicable regulations.
• Maintain a professional appearance consistent with Fairmont New Orleans grooming, uniform, and personal presentation standards.
• Understand and promote the hotel's vision, mission, and values while supporting departmental goals and operational objectives.
• Create an environment where colleagues are empowered to deliver exceptional service and take ownership of the guest experience.
• Perform additional duties and responsibilities as assigned by management.

Qualifications

• Minimum one year ofpreviousFront Desk supervisory experience, preferably in a large or luxury hotel environment.
• Previousexperience in Front Office, Guest Services, or another customer-facing hospitality role.
• Strong knowledge of Property Management Systems, preferably OPERA Cloud.
• Proficiencyin Microsoft Word and Excel.
• Demonstrated experience handling guest concerns and delivering effective service recovery.
• Graduate of a Hotel Management, Hospitality, or relatedprogram isan asset.
• Strong leadership, coaching, mentoring, and colleague development skills.
• Highly organized, innovative, andresults-oriented.
• Strong interpersonal and relationship-building skills.
• Excellent written and verbal communication skills witha high levelof attention to detail.
• Strong problem-solving and decision-making abilities.
• Solutions-oriented with the ability toanticipateguest and operational needs.
• Ability to remain calm, professional, and composed in high-pressure situations.
• Ability to prioritize and complete time-sensitive tasks in a fast-paced, ever-changing environment.
• Ability to work cohesively with fellow colleagues and across departments with minimal supervision.
• Flexible schedule with the ability to work mornings, evenings, weekends, holidays, and extended shifts as operationallyrequired.
• Must be legally authorized to work in the United States.

Additional Information

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