Front Desk Agent

AccorHotel • Pittsburgh, PA

7h

About The Position

The Front Desk Agent provides warm, sincere, professional service to guests at Fairmont Pittsburgh, a luxury hotel. The role manages guest arrivals and departures, reservations, guest profiles, room assignments, keys, accounts, and cash handling while maintaining accuracy, luxury service standards, guest safety, privacy, and confidentiality. The agent assists guests with hotel information and inquiries, creates reservations, promotes room upgrades and other hotel outlets, collaborates with support departments, and resolves guest concerns or escalates them when appropriate.

Requirements

• Ability to work all shifts, including overnights, weekends, and holidays.
• Operational knowledge and proficiency with Front Office systems, including Micros-Fidelio, and Microsoft Office (Word, Excel, and PowerPoint).
• Proficiency in English.
• Excellent written and verbal communication, coaching, and interpersonal skills.
• Strong guest-service orientation, using empathy and creative thinking.
• Ability to work well under pressure in a fast-paced environment.
• Desire to work as part of a large, diverse team.
• Comfort working around animals and animal dander.

Nice To Haves

• Previous Front Office operations experience in a luxury setting.
• Bilingual ability.

Responsibilities

• Greet arriving guests with a warm and sincere welcome.
• Perform guest registry functions, including check-in and check-out, updating reservations and guest profiles accurately, and assigning rooms promptly and correctly.
• Issue keys while protecting guest safety and confidentiality.
• Maintain guest privacy and discretion.
• Settle guest accounts in accordance with service standards.
• Maintain a company-issued bank, accurately report daily receipts, and follow cash-handling policies.
• Assist guests and answer questions about hotel facilities in an informative and helpful manner.
• Drive revenue through room upsells and cross-promotion of other hotel outlets.
• Build strong rapport with support departments.
• Create reservations for guests at the desk and for callers after hours.
• Consistently provide professional, engaging, and friendly service.
• Resolve guest issues and inquiries, escalating to a Supervisor or Manager when appropriate.
• Perform other duties as assigned.

Benefits

• Competitive salary and flexible benefit plans.
• Generous PTO allowances.
• Employee rates at Accor properties in the NCA region.
• Learning programs through the company’s Academies.
• Opportunity to develop talent and grow within the property and across the world.
• Opportunity to make a difference through Corporate Social Responsibility activities.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed