Luxury Front Office Director: Guest Experience Leader

Fairmont Pittsburgh; Pittsburgh (Allegheny County); On-site; USD 65,000 - 105,000; Full time

Benefits offered by this job

Competitive salary

Flexible benefits

Employee rates at Accor properties

Learning programs through our Academie

Talent development opportunities

Job summary

Fairmont Pittsburgh is seeking an experienced Front Office Manager to lead the guest services team in our luxury property. You will oversee Front Desk, Guest Services and Royal Service to maximize guest satisfaction and revenue.

The role requires strong leadership, knowledge of Micros PMS, and a focus on brand standards and staff development to maintain exceptional guest experiences at a renowned luxury hotel in Pittsburgh.

Qualifications

• Front Office Manager experience preferred, management at a luxury property an asset.
• Experience working with OPERA PMS CLOUD advantageous.
• Must have excellent computer and troubleshooting skills.
• Excellent organizational skills.
• Outstanding communication skills - oral and written.
• Excellent interpersonal skills.
• Displays a team philosophy and leads by example.
• Excellent problem solving skills.
• Ability to remain calm under pressure.
• Strong attention to detail.

Responsibilities

• Ensure smooth operation of all Front Office functions and related services.
• Coordinate Front Desk, Guest Services and Royal Service on duty.
• Seek feedback on guest satisfaction and resolve issues.
• Maintain high guest service standards across Front Office departments.
• Monitor house count to maximize revenue and occupancy.
• Oversee VIP and Loyalty guest room assignments and reports.
• Assist in VIP guest escort and room inspections when possible.
• Handle guest credit requests with Night Manager and Accounting.
• Work with Front Office leadership to ensure smooth shift transitions.
• Maintain daily event logs and key inventory control.
• Assist in safety manuals and operating hours documentation.
• Know Micros PMS and Front Office systems.
• Oversee concierge program.
• Promote team spirit and provide feedback.
• Recruit Front Office positions.
• LQA and other brand standards.
• Loyalty program involvement.
• Liaise with valet and parking services.
• Conduct performance reviews and disciplinary actions.
• Participate in Service Excellence committee.
• Develop and mentor Front Office Leaders.
• Design and follow up on incentive programs.
• Conduct monthly department meetings.
• Facilitate colleague training.
• Contribute to a fun, positive work environment.
• Encourage participation in events.
• Assist with IT functions (PCs, servers, networking).
• Monitor and improve RPS.
• Provide professional, engaging and friendly service.
• Other duties as assigned.

Skills

Front Office Manager experience

OPERA PMS CLOUD

Computer skills

Organizational skills

Communication skills

Interpersonal skills

Team leadership

Problem solving

Calm under pressure

Attention to detail

Tools

OPERA PMS CLOUD

Job description

Fairmont Pittsburgh is seeking an experienced Front Office Manager to lead the guest services team in our luxury property. You will oversee Front Desk, Guest Services and Royal Service to maximize guest satisfaction and revenue.

The role requires strong leadership, knowledge of Micros PMS, and a focus on brand standards and staff development to maintain exceptional guest experiences at a renowned luxury hotel in Pittsburgh.