Front Office Supervisor

Company Description

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.

Hotel Overview:

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.

Job Description

• 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 hotel's 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 hotel's 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 hotel's 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 hotel's 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.