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.
- Consistently offer professional, friendly and engaging service
- You work with the Front Office Leadership Team to lead and manage the day-to-day operation and long term strategic planning of the Guest Services department
- You assist the Director of Rooms in all aspects of the department and ensure service standards are followed
- You will be the head of department for Concierge, Bellman and Doorman
- You will be considered the Forbes trainer for the Front Office Department
- You are able to manage the operation and make decisions in the absence of senior leadership
- You are familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as needed
- You ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, Front Desk, and Front Drive is continuously clean and tidy
- You provide managerial support for Front Desk and Guest Services in the daily operational duties for these areas in the absence of the department managers
- You promote a positive work environment for the optimal employee experience in order to create the desired guest experience
- You complete People & Culture responsibilities including but not limited to performance feedback, recognition program, employee satisfaction action plans, payroll and scheduling, standard operating procedures creation, and training and onboarding
- Must maintain a flexible schedule and be available to work overnight shifts when operational needs require, including occasional coverage of overnight operations.
- You manage staffing levels in response to business levels and in accordance with CBA contracts
- You greet, welcome, and farewell guests and colleagues pleasantly and professionally
- You establish and maintain an effective working relationship with co-workers
- You work cohesively with fellow colleagues as part of a team with minimum supervision
- You conduct regularly scheduled departmental meeting and pre-shift briefings
- You balance operational, administrative, and colleague needs
- You are responsible for identifying any training needs of Guest Services Team and creating action plans to develop the team's skills
- You ensure enough supplies of all operational items are in storage
- You assist guests regarding any requests informatively and in a helpful manner
- You resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner
- You handle guest concerns effectively and efficiently, include logging and notifying proper areas
- You assist the guests with any comments, questions, or concerns during their stay
- You make recommendations for activities and restaurants
- You assist with luggage and transportations inquiries
- You enroll guests to Accor Live Limitless loyalty program and update profiles when applicable
- You liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering)
- You are present at the Reception desk whenever possible
- You deal promptly and effectively with any complaints
- You coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible
- You conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
- You are familiar with Hotel's technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction
- You are timely, accurate and courteous during all interaction with guests and colleagues
- You inform security of any unusual disturbances
- You maintain a Safe, Hazard Free, and Organized work environment
- You complete various assignments as requested by hotel management
- You oversee the daily task performed by the Guest Services Team to ensure accuracy, completion and flow of service
- You assist with guest and employee issues and questions
- You are an inspiration to all hotel staff to achieve luxury levels of performance
- You act as a lead for Guest Services and ensure that guest and employee issues are resolved and the guest is satisfied
- You provide employee motivation and support
- You onboard and train new employees
- You monitor, document, and notify the Director of Rooms of any concerns or issues that may impact the operation and the achievement of department goals and objectives
- Other duties as assigned
- Previous experience in managing Guest Services, Concierge or Valet Parking
- Experience in 5-star Forbes hotel is required
- Must possess a professional presentation
- Strong interpersonal and problem-solving abilities
- Highly responsible & reliable
- Ability to work well under pressure in a fast-paced environment
- Ability to work cohesively as part of a team
- Ability to focus attention on guest needs, remaining calm, and courteous at all times
- Get along with all kinds of people
- Stand and walk for long periods of time
- Analyze and interpret established policies
- Make business decisions based on productions reports and similar facts as well as on your own experience and personal opinions
- Deal with the general public, customers, employees, with tact and courtesy
- Ability to plan and organize the work of others
- Change activity frequently and cope with interruptions
- Communicate effectively to all types of audiences
- Ability to provide specific oral or written instructions
- Accept full responsibility for managing an activity
- Must be flexible with schedule - ability to work weekdays, weekends, holidays, evening and overnight shifts
- High school diploma
- University degree or College diploma in Hotel Management preferred
- Minimum of two year's work experience in relevant discipline beneficial
- Minimum of one year's work experience in a supervisory/management role beneficial
- Minimum of one year's work experience in a luxury hotel beneficial
- Previous PMS experience required, Opera experience an asset
- Computer literate in Microsoft Window applications required
- Fluent spoken and written English
- Fluency in a second language is an asset
- Requires mathematical development sufficient to be able to: Add, subtract, multiply, and divide all units of measure
- Ability to be observant with meticulous attention to detail
- Ability to follow instruction and work quickly and thoroughly
- Ability to think through situations in a rational manner while under pressure
- Logical and structured thinking, balancing budgetary and guest's needs
- Ability to see the bigger picture and possible repercussions of decisions
- Being able to determine which department could best help the guest
- Staying calm when assisting a guest and colleague in emergency situations, and knowing what questions to ask
- Active movements- Ability to walk, stand, kneel and bend for up to 8 hours a day
- Ability to work under pressure and stress
- Ability to work at a fast pace
- Ability to ascend and descend stairs safely
- Lifting 100 lbs. maximum with frequent lifting
- Carrying of objects weighing up to 100 lbs.
All your information will be kept confidential according to EEO guidelines.