Front Desk Manager
About The Position
Fairmont Hotels & Resorts is seeking a Front Desk Manager for its new luxury hotel in downtown New Orleans. This role reports to the Front Office Manager and is responsible for ensuring exceptional guest service, managing front office operations, and leading the Front Office Reception Agents. The position requires a dynamic and enthusiastic leader who can thrive under pressure, manage multiple functions, and inspire the team to achieve the highest levels of service. The hotel will offer 250 luxury guest rooms, multiple dining venues, a rooftop pool, extensive function space, and a spa, making it a premier destination in the Central Business District.
Requirements
- Minimum 2 years experience in a Hotel leadership role
- Computer literacy required: PROPERTY manager 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 support 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
Nice To Haves
- Hospitality Diploma an asset
Responsibilities
- Consistently offer professional, friendly and engaging service
- Ensure guest satisfaction levels and standards of quality of service, and actively develop and implement new systems and standards
- Handle guest comments and complaints, ensuring guest needs are met or exceeded
- Participate in interviewing and recruitment of Front Office Reception Agents
- Ensure efficient training and development of personnel through detailed systems and procedures in the Front Office (training manuals, fact sheets, internal coding systems, etc.)
- Oversee and participate in guest relations and direct arrangements for VIP and special attention reservations
- Provide effective support to staff for their work and assist 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 information pertinent to all other departments to ensure the highest level of guest service
- Ensure knowledge of emergency procedures, general crisis situation procedures, and maintaining health and safety
- Ensure that all controls are in place and adhered to, e.g., rates, market codes, etc.
- Review and revise daily reports, ensuring they are in line with SAQ standards
- Coordinate with the Reservation Manager and Guest Services Managers on preparations for incoming conventions, groups, and tours, including room blocking, convention resumes, special requirements, and departure activities
- Maintain and assist the Front Office Manager with ongoing training and motivation programs
- Responsible for all details of employee administration, payroll forecasts, and payroll administration on a daily, weekly, and monthly basis
- Maintain and submit approved staffing schedules to the Front Office Manager on a weekly basis
- 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, and promote the philosophy of empowerment within guidelines
- Create and be responsible for smart goals that help achieve EOS, VOG, RevPAR, GOP yearly objectives
- Perform all other duties assigned
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
