Front Office Supervisor

• Consistently provide professional engaging warm and friendly service while leading by example and upholding Fairmont New Orleans luxury service standards.
• Supervise and monitor the daily activities of Front Office colleagues while working closely with the Front Desk and Royal Service teams to ensure efficient and seamless operations.
• Monitor daily Front Desk operations including check-in check-out room assignments billing cashiering guest requests and overall guest service.
• Ensure all Front Desk colleagues maintain thorough and current knowledge of the hotels products services facilities amenities outlets events promotions and local attractions.
• Review daily arrival reports VIP arrivals special occasions repeat guests groups and market mix to ensure all special requirements and preferences are appropriately communicated and exceeded whenever possible.
• Establish strong rapport with guests and colleagues while building lasting relationships through personalized service and genuine hospitality.
• Ensure the arrival and departure experience is seamless through effective coordination of VIPs special requests groups room readiness and interdepartmental communication.
• Lead teach coach mentor and inspire Front Office colleagues to create memorable guest experiences and consistently achieve service standards.
• Support the Front Desk colleague mentorship program through regular one-on-one meetings focused on development coaching performance and career growth.
• Assist with onboarding training cross-training and ongoing development of Front Office colleagues including identifying opportunities for additional training and skill development.
• Conduct and support regular performance evaluations and provide timely constructive feedback and recognition to colleagues.
• Carry out performance management consistently in accordance with standards established by the Department Head and People & Culture.
• Foster an environment that promotes job fulfillment professional development career growth positive employee relations and the Fairmont values of Respect Integrity Teamwork Accountability and Excellence.
• Empower colleagues to resolve guest service challenges while ensuring concerns are appropriately documented tracked communicated and followed through to resolution.
• Assist with guest recovery and personally follow up on significant guest concerns to ensure resolution and satisfaction.
• Work collaboratively with Front Office leadership and other hotel departments to ensure the guest remains the highest priority.
• Maintain effective communication between Front Office Royal Service Housekeeping Engineering Reservations Sales Food & Beverage and other hotel departments.
• Support the Front Office Manager with daily operational decisions staffing needs scheduling adjustments and service priorities.
• Develop implement and maintain Front Office standards procedures and operational practices in accordance with Fairmont brand standards.
• Execute financial responsibilities accurately and in accordance with established hotel policies procedures and internal controls including proper record keeping.
• Promote and actively support the hotels upselling program in accordance with Fairmont brand standards and established revenue goals.
• Maintain strong attention to detail and ensure all time-sensitive operational and administrative tasks are completed accurately and efficiently.
• Participate in daily briefings departmental meetings training sessions pre-opening initiatives and hotel-wide programs as required.
• Suggest and participate in regular training on updated operational topics systems procedures and skill sets based on departmental needs.
• Support hotel emergency procedures and serve as a vital member of the hotels emergency response team.
• Ensure a safe environment for guests and colleagues by following all hotel Health & Safety policies procedures and applicable regulations.
• Maintain a professional appearance consistent with Fairmont New Orleans grooming uniform and personal presentation standards.
• Understand and promote the hotels vision mission and values while supporting departmental goals and operational objectives.
• Create an environment where colleagues are empowered to deliver exceptional service and take ownership of the guest experience.
• Perform additional duties and responsibilities as assigned by management.

Qualifications :

• Minimum one year of previous Front Desk supervisory experience preferably in a large or luxury hotel environment. 
• Previous experience in Front Office Guest Services or another customer-facing hospitality role. 
• Strong knowledge of Property Management Systems preferably OPERA Cloud. 
• Proficiency in Microsoft Word and Excel. 
• Demonstrated experience handling guest concerns and delivering effective service recovery. 
• Graduate of a Hotel Management Hospitality or related program is an asset. 
• Strong leadership coaching mentoring and colleague development skills. 
• Highly organized innovative and results-oriented. 
• Strong interpersonal and relationship-building skills. 
• Excellent written and verbal communication skills with a high level of attention to detail. 
• Strong problem-solving and decision-making abilities. 
• Solutions-oriented with the ability to anticipate guest and operational needs. 
• Ability to remain calm professional and composed in high-pressure situations. 
• Ability to prioritize and complete time-sensitive tasks in a fast-paced ever-changing environment. 
• Ability to work cohesively with fellow colleagues and across departments with minimal supervision. 
• Flexible schedule with the ability to work mornings evenings weekends holidays and extended shifts as operationally required. 
• Must be legally authorized to work in the United States. 

Additional Information :

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

Remote Work :

No

Employment Type :

Full-time