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, warm, engaging, and personalized service to all guests.
- Welcome every guest entering or departing the hotel with enthusiasm and professionalism.
- Assist all arriving and departing guests with luggage and personal belongings.
- Escort guests to their guestrooms while providing a personalized orientation to room features, hotel amenities, and available services.
- Ensure guests are comfortable operating room features including climate controls, lighting, technology, and other in-room amenities.
- Deliver luggage, guest amenities, packages, messages, and other requested items promptly and accurately.
- Assist guests during the check-in and check-out experience by coordinating with the Front Office team.
- Maintain a visible presence at the hotel entrance and lobby to proactively assist guests.
- Assist guests departing by vehicle in coordination with the Door and Valet team to provide a seamless arrival and departure experience.
- Safely transport, store, and retrieve guest luggage while maintaining accurate luggage storage records.
- Ensure the security and proper handling of all guest belongings at all times.
- Respond promptly to guest requests and provide information regarding hotel facilities, services, dining outlets, transportation, and local attractions.
- Work closely with the Concierge team to assist guests with directions, recommendations, transportation arrangements, and local information.
- Maintain effective communication with Front Office, Concierge, Housekeeping, Engineering, Security, and other hotel departments to fulfill guest requests efficiently.
- Observe the hotel entrance, lobby, and surrounding areas for safety and security concerns and immediately report suspicious activity to Security.
- Handle guest concerns promptly and professionally, escalating issues to leadership when appropriate.
- Support special events, VIP arrivals, and group check-ins/check-outs.
- Participate in daily pre-shift meetings and remain informed of hotel events, VIP arrivals, group movements, and operational updates.
- Maintain cleanliness and organization of the bell stand, luggage storage areas, and surrounding work areas.
- Follow all Fairmont policies and procedures, health and safety standards, Forbes Travel Guide standards, and Leading Quality Assurance (LQA) service standards.
- Participate in service audits, quality assurance initiatives, and continuous improvement efforts.
- Maintain regular attendance and punctuality in accordance with hotel scheduling requirements.
- Maintain professional appearance and grooming standards, including proper uniform and name tag.
- Assist other Front Office colleagues during periods of high business volume.
- Assist with lobby organization and presentation throughout the day.
- Participate in ongoing training and departmental meetings.
- Perform additional duties as assigned by management.
Qualifications
- Service focused personality is essential; customer related experience an asset
- Ability to work well under pressure in a fast paced environment
- Excellent communication skills and a professional presentation
- Ability to work cohesively with fellow colleagues as part of a team
- Must be available to work a variety of shifts, including mornings, evenings, overnights, weekends, holidays.
- Fluent in English
Additional Information
All your information will be kept confidential according to EEO guidelines.
