Front Office Manager – Luxury Hotel

About the role

The Front Office Manager will lead the front‑of‑house team at the new Fairmont New Orleans, ensuring seamless guest experiences across the Front Desk, Royal Service, and Guest Services areas. Reporting to the Director of Rooms, you will be responsible for operational excellence, team development, and maintaining high satisfaction levels for both guests and colleagues.

Key responsibilities

• Direct and guide the Front Office team to deliver smooth, efficient operations.
• Collaborate with Reservations, Housekeeping, Engineering, Restaurants, Sales, and Conference Services to ensure coordinated service delivery.
• Develop and manage staff schedules within budget, adjusting coverage during low occupancy.
• Recruit, interview, select, and train front‑office personnel to build a high‑performing team.
• Conduct monthly team meetings, performance evaluations, and implement engagement and incentive programs.
• Oversee VIP and special‑attention guest handling, including greetings and escorting when appropriate.
• Maintain and update departmental manuals, SOPs, and job descriptions.
• Monitor guest feedback, resolve concerns promptly, and manage the department’s operational budget.

Required profile

• Minimum 2 years experience as a Front Office Manager in a luxury hotel environment.
• Proven ability to lead teams, manage budgets, and drive guest satisfaction.
• Strong interpersonal and communication skills with a collaborative mindset.
• Experience in scheduling, recruitment, and performance management.

Required skills