Guest Services Manager

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 at our properties.

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.

About the role

You will 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. As the head of Concierge, Bellman, and Doorman teams, you will ensure service standards are followed and act as the Forbes trainer for the Front Office Department. You will manage operations and make decisions in the absence of senior leadership, providing hands-on support across Front Desk, Security, Reservations, Guest Services, and Food & Beverage as needed.

Responsibilities

• Consistently offer professional, friendly, and engaging service
• Assist the Director of Rooms in all aspects of the department
• Manage the operation and make decisions in the absence of senior leadership
• Ensure the entire Front Office and surrounding areas (Lobby, Concierge, Front Desk, and Front Drive) are continuously clean and tidy
• Provide managerial support for Front Desk and Guest Services in daily operational duties in the absence of department managers
• Promote a positive work environment for optimal employee and guest experiences
• Complete People & Culture responsibilities, including performance feedback, recognition programs, employee satisfaction action plans, payroll, scheduling, standard operating procedures creation, and training and onboarding
• Maintain a flexible schedule, including availability for overnight shifts when operational needs require, and occasional coverage of overnight operations
• Manage staffing levels in response to business levels and in accordance with CBA contracts
• Greet, welcome, and farewell guests and colleagues pleasantly and professionally
• Establish and maintain effective working relationships with co-workers
• Conduct regularly scheduled departmental meetings and pre-shift briefings
• Balance operational, administrative, and colleague needs
• Identify training needs of the Guest Services Team and create action plans to develop their skills
• Ensure adequate supplies of all operational items are in storage
• Assist guests with requests, complaints, and concerns in a timely and tailored manner, including logging and notifying proper areas
• Make recommendations for activities and restaurants
• Assist with luggage and transportation inquiries
• Enroll guests in the Accor Live Limitless loyalty program and update profiles when applicable
• Liaise with other departments regarding special guest requirements (e.g., Guest Services, Guest Experience, Housekeeping, In-Room Dining, and Engineering)
• Coordinate arrivals and departures, monitor waiting times, and keep guests informed and comfortable
• Conduct shift handovers, informing relieving staff of special requirements or problems
• Utilize hotel technology and communication platforms to ensure smooth operations and guest satisfaction
• Maintain a safe, hazard-free, and organized work environment
• Oversee daily tasks performed by the Guest Services Team to ensure accuracy, completion, and flow of service
• Act as a lead for Guest Services, resolving guest and employee issues to ensure satisfaction
• Provide employee motivation, support, onboarding, and training
• Monitor, document, and notify the Director of Rooms of any concerns or issues impacting department goals

Requirements

• Previous experience in managing Guest Services, Concierge, or Valet Parking
• Experience in a 5-star Forbes hotel is required
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Highly responsible and 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
• Ability to get along with all kinds of people
• Ability to stand and walk for long periods of time
• Analytical skills to interpret established policies and production reports
• Ability to make business decisions based on data, experience, and personal opinions
• Tact and courtesy in dealing with the public, customers, and employees
• Ability to plan and organize the work of others
• Ability to change activity frequently and cope with interruptions
• Effective communication skills for all types of audiences
• Ability to provide specific oral or written instructions
• Accept full responsibility for managing an activity
• Flexible schedule, including ability to work weekdays, weekends, holidays, evenings, and overnight shifts

Qualifications

• High school diploma
• University degree or College diploma in Hotel Management preferred
• Minimum of two years’ work experience in a 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 Windows applications
• Fluent spoken and written English
• Fluency in a second language is an asset
• Mathematical skills sufficient to add, subtract, multiply, and divide all units of measure
• Observant with meticulous attention to detail
• Ability to follow instructions and work quickly and thoroughly
• Logical and structured thinking, balancing budgetary and guest needs
• Ability to see the bigger picture and possible repercussions of decisions
• Ability to determine which department could best assist the guest
• Ability to stay calm when assisting guests and colleagues in emergency situations and know what questions to ask

Skills

• 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 and carrying of objects weighing up to 100 lbs.