Front Desk Agent

Job Description

First impressions are everything! Your engaging smile and personality are the essence of a great Front Desk Agent with Fairmont Hotels & Resorts.

As you personally greet our Guests and assist them throughout their stay, you will be empowered to deliver on our mission of "Turning moments into special memories for our guests.

Responsibilities and essential job functions include but are not limited to the following :

• Consistently offer professional, friendly and engaging service
• Assist guests regarding hotel facilities in an informative and helpful way
• Greet guests upon arrival with a warm and sincere welcome and register guests into the computer, verifying complete reservation details and credit information, while meeting all required LQA / Forbes standards.
• Maintaining proper record keeping for guest accounts and settle the accounts upon departure while ensuring all service standards are followed
• Conduct self-audits on luxury standards, and participate in the review of audits conducted by the team.
• Take initiative to add a personalized experience
• Select and block rooms for arriving guests, book same day reservations, pre-register guests as required, and sometimes escort guests to their rooms.
• Issue keys and post miscellaneous charges as requested.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Follow accurately all cash handling procedures
• Ensure all guest folios are accurately billed prior to departure.
• Respond to guest text messaging platform
• Handle guest concerns over phone or in person, and offer resolution promptly.
• Manage guest correspondence via email prior to arrival, during their stay, and after departure.
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling
• Communicate with housekeeping, maintenance, and guest services to fulfill guest requests
• Promote the loyalty program and enroll members upon arrival.
• Follow daily checklist for all front office tasks
• Answer guest inquiries about hotel services, facilities and hours of operation.
• Maintain knowledge of current hotel events, activities and promotions.
• Work closely with the concierge team to offer information to guests about dining and activities in the area.
• Handle mail, packages, and facsimiles in the absence of the concierge.
• Create reservations for guests who are at the desk or who call in after hours
• Work closely with the guest services agents to coordinate the smooth and efficient handling of guest luggage at both check-in and check-out.
• Assist the bell desk in storing any luggage when needed.
• Work closely with valet team to expedite the service.
• Follow department policies, procedures and service standards
• Due to the fluctuation in business levels in the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.

In addition, attendance is required at all scheduled training sessions and meetings.

Other duties as assigned

Qualifications

• Minimum of 1 year experience in hospitality required
• Previous luxury hospitality experience an asset
• Previous Opera Cloud experience an asset
• High school diploma or equivalent required
• Hospitality Diploma is an asset
• Proficient in the English language (verbal & written), second language is an asset
• Must be able to handle a multitude of tasks in an intense, ever-changing environment
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Computer literate in Microsoft Office required
• Ability to work with various software
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively with fellow colleagues as part of a team and also with minimal supervision
• Must be available to work overnight shifts and be available to cover variety of shifts, including mornings, evenings, weekends, overtime shifts, and holidays.
• Must have the ability to handle cash effectively and accurately

Additional Information

What is in it for you :

• Wage : USD $26.00 / hour
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH

Accor is proud to be an Equal Opportunity Employer EOE / M / F / V / D.

We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated.

Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Our commitment to Diversity & Inclusion :

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.