Front Office Manager

Company 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.

Hotel Overview:

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.

Reporting to the Director of Rooms, the Front Office Manager is responsible for the following but is not limited to:

RESPONSIBILITIES:

• Direct and guide the Front Office team to ensure smooth and efficient operations across Front Desk, Royal Service, and Guest Services
• Foster a collaborative team environment by modeling best practices, active listening, and providing timely, constructive feedback
• Achieve high levels of guest and colleague satisfaction while adhering to company policies and procedures
• Oversee and coordinate all Front Office and related operations to ensure seamless service delivery
• Build and maintain strong working relationships with key departments, including Reservations, Housekeeping, Engineering, Restaurants, Sales, and Conference Services
• Develop colleague schedules in line with budget guidelines, ensuring optimal coverage and operational efficiency; adjust room allocation during low occupancy to maximize housekeeping productivity
• Recruit, interview, select, and develop colleagues to build a high-performing team
• Coach and support colleagues to consistently deliver service excellence and create memorable guest experiences
• Attend pre-conference meetings and ensure all operational details are clearly communicated and executed
• Liaise with VIP and special attention guests, ensuring accommodations are properly prepared; greet and escort VIPs when possible
• Support the development and maintenance of departmental manuals, ensuring all materials remain current and relevant (e.g., safety procedures, hours of operation, promotions, and service standards)
• Conduct monthly team meetings, including documentation and follow-up on key actions
• Design, implement, and monitor colleague engagement and incentive programs to drive service quality and revenue performance
• Complete new hire and annual performance evaluations in a timely and effective manner
• Prepare and manage the department’s operational budget
• Monitor, track, and resolve guest feedback and concerns promptly
• Develop and update job descriptions and standard operating procedures for all roles and shifts
• Perform other duties as assigned

• Minimum 2 years as Front Office Manager at a luxury hotel
• Excellent knowledge of Front Office procedures
• University degree, college diploma or equivalent work experience
• Must be a strong team player with proven leadership, development and delegation skills
• Passionate about Guest Service and able to deliver excellent guest service skills
• Excellent written and verbal communication skills
• Highly organized, career and results oriented with the ability to be flexible with hours, assignments and additional duties
• Have thorough knowledge of emergency policies, procedures and systems and experience in applying knowledge

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