Night 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.

About the Property

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

• Oversee the hotel’s overnight operation and serve as the Manager on Duty, ensuring exceptional guest service, operational excellence, and the safety and security of guests and colleagues.
• Understand and promote the hotel’s vision, leaders job results list, and departmental vision.
• Provide supervision for the entire Front Office team, which includes front desk agents, telephone operators, club floor, concierge, and bell/door persons.
• Handle all guest-related issues and oversee and address any challenges in any area of the hotel during the Manager on Duty shift.
• Coach and counsel the Front Office team to provide exemplary guest service.
• Lead by example and sustain an environment of Respect, Integrity, Teamwork, Empowerment, and positive employee relations.
• Develop and maintain standards for the department while adhering to Fairmont’s core standards.
• Provide direction and support to line associates in their daily tasks relating to their positions.
• Communicate and liaise effectively with other leaders in the department and hotel.
• Energize the brand by promoting our guests' loyalty program: Fairmont President Club.
• Ensure proper staffing and scheduling of all front office colleagues in accordance with productivity guidelines.
• Communicate through pre-shift, logs, emails, and departmental operational meetings all pertinent information for the respective shift and areas of operation.
• Support daily and weekly selling strategy in accordance with yield recommendations and promote maximizing revenue and occupancy on a daily basis.
• Ensure all daily, monthly, and quarterly reporting is completed on a timely basis.
• Ensure review of daily payroll punches and edits as necessary, record time and attendance occurrences for all associates in Time and Attendance Log.
• Ensure that all job checklists have been completed daily: Front Desk AM and PM, Fairmont President Club, Royal Service, Concierges, and Guest Services Coordinator.
• Review three-day forecast and adjust staffing levels as needed.
• Review, verify, and react to all group resumes, checking billing, room types, arrival, departure dates, and VIP designations. Ensure each has a checklist attached and completed. Ensure all parking requirements are sent to the Valet Parking Supervisor weekly and follow up daily.
• Adhere to and sign off on all clerk cash handling, balancing of shift closings, and adjustments.
• Maximize our brand by promoting our upsell programs and managing guest appeasements.
• Ensure all welcome calls and reservation confirmation calls are being completed by Royal Service daily and maintained consistently.
• Complete with accuracy and timeliness any and all project-related work designated by Director of Front Office Operations.
• Complete Night GSA’s duties when working the overnight shift alone.
• Ability to stand for periods of time and lift up to 80 pounds of luggage with late arrivals.

Requirements

• Hotel Management Degree and two to three years related experience and/or training; or equivalent combination of education and experience.
• Minimum 2 years in a leadership position in rooms, including a solid working knowledge of the Front Office Operation.
• Must be a strong team player with proven leadership, development training, team building, problem-solving, and delegating skills.
• Proven ability to adapt to change and implement change.
• Excellent motivational, interpersonal, and written and verbal communication skills.
• Highly organized, career and results-oriented with the ability to be flexible with hours, assignments, and additional duties.
• Passionate about Guest Service and able to deliver excellent guest service skills.
• Thorough knowledge of emergency policies, procedures, and systems and experience in applying knowledge.
• Operational knowledge and use of Property Manager, Word, and Excel is preferred.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.