Guest Experience Leader – Front Office & Training

Accor Hotels; New Orleans (LA); On-site; USD 60,000 - 90,000; Full time

Job summary

Fairmont Hotels & Resorts, located in New Orleans, seeks a Front Office Manager to lead guest services for a luxury property. The role requires supervision of reception teams, ongoing staff training, and collaboration with other departments to ensure top-tier guest experiences.

Reporting to the Front Office Manager, you will oversee recruitment, training, scheduling, and performance management while maintaining service standards and regulatory compliance.

Qualifications

• Minimum 2 years experience in a Hotel leadership role.
• Computer literacy with property management systems (e.g., PROPERTYmanager), Excel, Word.
• Strong interpersonal and communication skills.
• Experience in interviewing and staff development.

Responsibilities

• 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

Skills

Leadership

Guest Service

Communication

Recruitment

Education

Hospitality Diploma (asset)

Tools

PROPERTYmanager

Excel

Time and Attendance

Word

Job description

Fairmont Hotels & Resorts, located in New Orleans, seeks a Front Office Manager to lead guest services for a luxury property. The role requires supervision of reception teams, ongoing staff training, and collaboration with other departments to ensure top-tier guest experiences.

Reporting to the Front Office Manager, you will oversee recruitment, training, scheduling, and performance management while maintaining service standards and regulatory compliance.