Assistant Front Office Manager

REF114868D | Fairmont New Orleans, New Orleans, United States

About the Hotel

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.

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.

Responsibilities

• Consistently offer professional, friendly and engaging service
• Ensure guest satisfaction levels and standards of quality of service in addition to actively developing and implementing new systems and standards
• Handle guest comments and complaints, ensuring guests needs are met or exceeded
• Participate in interviewing and recruitment of Front Office Reception Agents
• Ensure efficient training and development of personnel by means of detailed systems and procedures in the Front Office (training manuals, fact sheets, internal coding systems, etc.)
• Oversee and participate in guest relations and directs arrangements for VIP and special attention reservations
• Give effective support to staff for the work which has to be done and assists 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
• Knowledge in emergency procedures, general crisis situation procedures and keeping health and safety in the forefront
• Ensure that all controls are in place and are adhered to, i.e. rates, market codes, etc.
• Review and revise daily reports and ensure they are in line with SAQ standards
• Coordinate with the Reservation Manager and the Guest Services Managers all preparations for incoming conventions, groups and tours as well as all pre-arrival including blocking of rooms, convention resumes, special requirements and departure activities
• Maintain and assist the Front Desk Manager on ongoing training and motivation programs
• Responsible for all details of employees administration, payroll forecasts, payroll administration on a daily, weekly and monthly basis
• Maintain and submit to the Front Desk Manager, approved staffing schedules on a weekly basis
• Must 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, promote the philosophy of empowerment within guidelines
• In all that we do, create and be responsible for smart goals that help to achieve EOS, VOG, RevPAR, GOP yearly objectives
• All other duties assigned

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 supports 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
• Hospitality Diploma an asset

Schedule

Full-Time, Permanent. Must maintain a flexible schedule and be available to work overnight shifts when operational needs require.