Club Manager

Club Manager

1907 Club is a hotel within a hotel where the art of exceptional service is elevated to create an exclusive personal experience. This experience shows amenities such as a private reception desk and a comfortable Guest lounge. 1907 Club is dedicated to a consistent high quality of service designed to meet the needs and expectations of the discriminating business executive and leisure traveler. 1907 Club has an exclusive, dedicated and attentive team that provides the finest level of service and commitment to hospitality and excellence.

The Club Manager is a vital element in 1907 Club's "level of perfection." This individual has a dynamic personality coupled with the mindset of a great business thinker. They embody the traits of a politician being able to communicate and motivate all supporting departments regardless of how they feel about the product; the role of nurturer in being able to foster relationships that vary with each Guest. To summarize an effective Club Manager should be the proverbial "Jack of all trades and master of all."

Reporting to the Director of Rooms, the Club Manager is responsible for ensuring the smooth and efficient operation of all aspects of the 1907 Club Operations, while consistently achieving exemplary guest service and adhering to Fairmont policies and procedures.

Responsibilities:

• Daily supervision of the 1907 Club Operation to ensure the highest level of guest satisfaction and Fairmont Standards are always followed
• Working with the In Room Dining team to ensure 1907 Club Lounge operations are supported.
• Daily, reviewing 1907 Club reservations to ensure all guest requests are met
• Unparalleled attention to detail with respect to every facet of the operation
• Use the Fairmont Revenue Management philosophies to control the 1907 Club room inventory including upgrades, up sales, out of order rooms, sellouts, preventative maintenance and special room projects
• Build a strong working relationship with the Front Office (Front Desk, Concierge, Bell/Door and Royal Service) and housekeeping departments to sell and promote 1907 Club within the hotel
• Establish and maintain communication with all 1907 Club Colleagues daily
• Provide strong and effective communication with all other departments, highlighting 1907 Club requirements to ensure that proper level of service is provided for our guests
• Take ownership of all capital and special projects specific to 1907 Club
• Create new initiatives that will surprise and delight our Guests, providing that special touch expected when staying on 1907 Club level
• Maintain and provide clear, concise, and accurate information to guests about attractions, dining, special events, and other available services
• Develop and maintain contacts with counterparts in other Fairmont properties as well as other hotels and hospitality services in the area
• Maintain and report deficiencies in the department and knowledge of all safety and emergency procedures
• Supervise all contributing Colleagues who provide services to the 1907 Club level to ensure that the appropriate service levels are provided and always achieved
• Provide service that consistently exceeds out internal and external guest expectations, always leading by example
• Maintain financial accountability with labor costs and departmental expenses
• Handle and resolve guest's complaints, including follow up in a timely manner and proper communication in the daily log
• Actively seek feedback from employees and guests, including follow up and action to improve Forbes, Trust You, EES and LQA results
• Adhere to health and safety policies and procedures as outlined by the Fairmont New Orleans
• Other duties as assigned

Qualifications:

• Must be passionate about guest service, relentless in creating "wow" experiences
• Must be an innovator, with the mindset of constantly analyzing our product and services
• Must be able to inspire a team to achieve the ultimate luxury experience
• Impeccable presentation
• A minimum of 2 years, 4-diamond hotel front office operations experience an asset
• Familiarization with Forbes Auditing process and standards
• Must have a proven record of exceeding guest expectations and commitment to guest service
• Excellent leadership, written and verbal communication, and interpersonal skills
• Self-motivating with the initiative and ability to complete projects and tasks in a timely manner
• Great organizations skills with a proven ability to work under pressure
• An operations knowledge of Property Manager and Microsoft Office Suite an asset
• Diploma or Degree in Hospitality Management is an asset
• Knowledge of a second language and its application in the hotel/hospitality industry an asset

Additional Information

All your information will be kept confidential according to EEO guidelines.