Front Office Leader: Guest Experience & Team Development

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

Job summary

Fairmont New Orleans, a luxury property in downtown, is seeking an experienced Front Office Leader to drive service excellence across the guest experience. You will supervise training, recruitment, and daily operations of the Front Office team, ensuring seamless check-in, VIP handling, and adherence to brand standards.

The role emphasizes staff development, performance management, and cross‑department coordination to maximize guest satisfaction and RevPAR.

Qualifications

• Minimum 2 years experience in a hotel leadership role.
• Computer literacy required: PROPERTY management system, Excel, Word, Time and Attendance, Watson.
• Excellent interpersonal and communication skills, both written and verbal.
• Proven leadership skills supporting employee growth, interdepartmental teamwork and customer service.
• A leader who will lead, teach, and inspire the team to reach the next level of service.
• Hospitality diploma an asset.

Responsibilities

• Consistently offer professional, friendly and engaging service.
• Ensure guest satisfaction levels and standards of service; 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.
• Ensure efficient training and development of personnel in the Front Office (training manuals, fact sheets, internal coding systems, etc.).
• Oversee guest relations and VIP/special attention reservations.
• Support staff for the work and assist in Front Office matters.
• Organize, coordinate and supervise training; conduct regular training sessions and meetings.
• Responsible for development and performance management of all Front Office colleagues.
• Coordinate information with other departments to ensure highest level of guest service.
• Knowledge of emergency procedures and health and safety in frontline operations.
• Ensure controls on rates, market codes, etc.
• Review daily reports to align with SAQ standards.
• Coordinate with Reservation Manager and Guest Services for conventions, groups, and pre-arrival preparations.
• Maintain and assist Front Desk Manager on training and motivation programs.
• Handle payroll administration and weekly/monthly staffing schedules.
• Maintain a flexible schedule including overnight shifts as needed.
• Responsible for personal cash float.
• Enforce Fairmont policies and empower the team within guidelines.
• Aim to achieve EOS, VOG, RevPAR, GOP yearly objectives.
• All other duties assigned.

Skills

Leadership

Interpersonal skills

Communication skills

Multitasking

Education

Hospitality diploma

Tools

PROPERTY management system

Excel

Word

Time and Attendance

Watson

Job description

Fairmont New Orleans, a luxury property in downtown, is seeking an experienced Front Office Leader to drive service excellence across the guest experience. You will supervise training, recruitment, and daily operations of the Front Office team, ensuring seamless check-in, VIP handling, and adherence to brand standards.

The role emphasizes staff development, performance management, and cross‑department coordination to maximize guest satisfaction and RevPAR.