Club Manager

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for guests. With over 30,000 colleagues worldwide, we deliver exceptional service and foster a culture of excellence.

Located in the heart of downtown, Fairmont New Orleans will be an impressive new addition to Fairmont’s luxury portfolio, featuring 250 guest rooms, four food & drink venues, a rooftop pool with city views, over 19,000 square feet of function space, and a 10,000 square-foot spa. This property is set to become a premier destination in the Central Business District, near the historic French Quarter.

About the role

1907 Club is a hotel-within-a-hotel where exceptional service is elevated to create an exclusive personal experience. Amenities include a private reception desk and a comfortable guest lounge. The Club is dedicated to consistently high-quality service for discerning business and leisure travelers.

The Club Manager is a vital part of 1907 Club’s pursuit of perfection, embodying leadership, communication, and relationship-building skills. This role requires a dynamic personality, business acumen, and the ability to motivate teams across departments to deliver outstanding hospitality.

Reporting to the Director of Rooms, the Club Manager ensures the smooth and efficient operation of all aspects of 1907 Club while maintaining exemplary guest service and adhering to Fairmont policies.

Responsibilities

• Supervise daily 1907 Club operations to ensure the highest level of guest satisfaction and adherence to Fairmont Standards.
• Collaborate with the In-Room Dining team to support 1907 Club Lounge operations.
• Review 1907 Club reservations daily to meet all guest requests.
• Maintain unparalleled attention to detail in every facet of the operation.
• Apply Fairmont Revenue Management philosophies to control 1907 Club room inventory, including upgrades, upsells, out-of-order rooms, sellouts, preventative maintenance, and special projects.
• Build strong working relationships with Front Office (Front Desk, Concierge, Bell/Door, and Royal Service) and Housekeeping to promote 1907 Club within the hotel.
• Establish and maintain daily communication with all 1907 Club colleagues.
• Communicate effectively with all departments to ensure the proper level of service for guests.
• Take ownership of capital and special projects specific to 1907 Club.
• Create initiatives to surprise and delight guests, providing the special touch expected at the 1907 Club level.
• Maintain and provide clear, accurate information to guests about attractions, dining, events, and services.
• Develop and maintain contacts with counterparts in other Fairmont properties and local hotels/hospitality services.
• Report departmental deficiencies and maintain knowledge of all safety and emergency procedures.
• Supervise colleagues providing services to the 1907 Club level to ensure service standards are met.
• Provide service that consistently exceeds internal and external guest expectations, leading by example.
• Maintain financial accountability for labor costs and departmental expenses.
• Handle and resolve guest complaints, including timely follow-up and proper documentation in the daily log.
• Actively seek feedback from employees and guests to improve Forbes, Trust You, EES, and LQA results.
• Adhere to health and safety policies and procedures as outlined by Fairmont New Orleans.
• Perform other duties as assigned.

Requirements

• Passion for guest service and a relentless drive to create “wow” experiences.
• Innovative mindset with a focus on analyzing and improving products and services.
• Ability to inspire a team to deliver the ultimate luxury experience.
• Impeccable presentation and professionalism.
• Minimum of 2 years of 4-diamond hotel front office operations experience (an asset).
• Familiarity with Forbes Auditing process and standards.
• Proven record of exceeding guest expectations and commitment to service excellence.
• Excellent leadership, written, verbal, and interpersonal communication skills.
• Self-motivated with the initiative to complete projects and tasks in a timely manner.
• Strong organizational skills and ability to work under pressure.
• Operational knowledge of Property Manager and Microsoft Office Suite (an asset).
• Diploma or Degree in Hospitality Management (an asset).
• Knowledge of a second language and its application in the hotel/hospitality industry (an asset).