Front Desk Agent
About The Position
The Front Desk Agent will greet guests upon arrival with a warm and sincere welcome and perform all functions of guest registry including check in and check out, updating reservations and guest profiles to 100% accuracy, swift but correct room assignment while meeting luxury standards. This role will assist guests according to Fairmont Hotels & Resorts Brand, LQA standards, issue keys while ensuring utmost safety and confidentiality, and maintain and protect guest privacy and discretion. The agent will settle guest accounts while ensuring all service standards are followed, maintain a company-issued bank and accurately report receipts daily, while adhering to company cash handling policies. Additionally, the Front Desk Agent will assist guests and answer inquiries regarding hotel facilities in an informative and helpful way, drive revenue through room upsells and cross-promotion of other hotel outlets, and build strong rapport with support departments. This role also involves creating reservations for guests who are at the desk or who call in after hours, and consistently offering professional, engaging, and friendly service. The agent will resolve guest issues and inquiries, and escalate to Supervisor or Manager when appropriate. Other duties as assigned.
Requirements
- Ability to work all shifts including mornings, evenings, overnights, weekends, and holidays
- Previous experience in Front Office operations in a luxury setting an asset is preferred
- An operational knowledge and proficiency in Front Office Systems (Systems-Micros-PMS) and Microsoft Office suite (Word, Excel, PowerPoint)
- Opera Cloud preferred
- Proficiency in English required
- Bilingual is an asset
- Excellent written/verbal communication, coaching and interpersonal skills
- Strong guest service orientation, utilizing empathy and creative thinking
- Ability to work well under pressure
- Thrives in a fast-paced environment
- Desire to work as part of a large, diverse team
- Comfortability to work around animals and animal dander is necessary
- Frequent walking and standing during shift
- May occasionally exert up to 25 pounds lift, carry, push, or pull objects
Nice To Haves
- Previous experience in Front Office operations in a luxury setting an asset is preferred
- Bilingual is an asset
Responsibilities
- Greet guests upon arrival with a warm and sincere welcome
- Perform all functions of guest registry including check in and check out, updating reservations and guest profiles to 100% accuracy, swift but correct room assignment while meeting luxury standards
- Assist guests according to Fairmont Hotels & Resorts Brand, LQA standards
- Issue keys while ensuring utmost safety and confidentiality
- Maintain and protect guest privacy and discretion
- Settle guest accounts while ensuring all services standards are followed
- Maintain a company issued bank and accurately report receipts daily, while adhering to company cash handling policies
- Assist guests and answer inquiries regarding hotel facilities in an informative and helpful way
- Drive revenue through room upsells and cross-promotion of other hotel outlets
- Builds strong rapport with support departments
- Create reservations for guests who are at the desk or who call in after hours
- Consistently offers professional, engaging and friendly service
- Resolve guest issues and inquires, and escalate to Supervisor or Manager when appropriate
- Other duties as assigned
Benefits
- Employee benefit card offering discounted rates in Accor worldwide for you and your family
- Learning programs through our Academies designed to sharpen your skills
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
- Career development opportunities with national and international promotion opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
