Guest Services Manager

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.

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.

• Consistently offer professional, friendly and engaging service
• You 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
• You assist the Director of Rooms in all aspects of the department and ensure service standards are followed
• You will be the head of department for Concierge, Bellman and Doorman
• You will be considered the Forbes trainer for the Front Office Department
• You are able to manage the operation and make decisions in the absence of senior leadership
• You are familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands‑on support as needed
• You ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, Front Desk, and Front Drive is continuously clean and tidy
• You provide managerial support for Front Desk and Guest Services in the daily operational duties for these areas in the absence of the department managers
• You promote a positive work environment for the optimal employee experience in order to create the desired guest experience
• You complete People & Culture responsibilities including but not limited to performance feedback, recognition program, employee satisfaction action plans, payroll and scheduling, standard operating procedures creation, and training and onboarding
• Must maintain a flexible schedule and be available to work overnight shifts when operational needs require, including occasional coverage of overnight operations.
• You manage staffing levels in response to business levels and in accordance with CBA contracts
• You greet, welcome, and farewell guests and colleagues pleasantly and professionally
• You establish and maintain an effective working relationship with co‑workers
• You work cohesively with fellow colleagues as part of a team with minimum supervision
• You conduct regularly scheduled departmental meeting and pre‑shift briefings
• You balance operational, administrative, and colleague needs
• You are responsible for identifying any training needs of Guest Services Team and creating action plans to develop the team’s skills
• You ensure enough supplies of all operational items are in storage
• You assist guests regarding any requests informatively and in a helpful manner
• You resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner
• You handle guest concerns effectively and efficiently, include logging and notifying proper areas
• You assist the guests with any comments, questions, or concerns during their stay
• You make recommendations for activities and restaurants
• You assist with luggage and transportations inquiries
• You enroll guests to Accor Live Limitless loyalty program and update profiles when applicable
• You liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering)
• You are present at the Reception desk whenever possible
• You deal promptly and effectively with any complaints
• You coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible
• You conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
• You are familiar with Hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction
• You are timely, accurate and…