Front Desk Agent

AccorHotel • New Orleans, LA

11d • Onsite

About The Position

Fairmont Hotels & Resorts is seeking a Front Desk Agent for its new luxury hotel in downtown Fairmont New Orleans. This role is crucial in processing guest registrations, managing billing, and ensuring a seamless guest experience. The agent will also serve as a telephone concierge, handle guest communications through various digital platforms, and manage guest requests via Royal Service management software. Additionally, the position involves assisting with reservations, administrative tasks, and maintaining departmental knowledge and compliance with hotel standards. The ideal candidate will anticipate guest needs, resolve concerns, and build guest loyalty through personalized service.

Requirements

• High school graduate or equivalent vocational training certificate.
• Computer literate in Microsoft Windows and Office Applications.
• Knowledge of Opera Property Management System (PMS) and PBX / telephone switchboard operating systems.
• Fluency in English (verbal and written).
• Suggestively sell and up-sell hotel services, packages, and In-Room Dining options.
• Perform job functions with attention to detail, speed, and accuracy.
• Prioritize, organize, remain calm, and resolve problems/complaints using sound judgment in a fast-paced environment.
• Work cohesively as part of a team with minimal supervision.
• Maintain confidentiality of guest information and pertinent hotel data.

Nice To Haves

• Previous experience as a Front Desk Agent, Royal Service Agent, or Guest Relations role in a luxury hospitality environment.
• Second language fluency (preferably Spanish).

Responsibilities

• Process guest registrations, check-ins, check-outs, room assignments, and key issuance efficiently, accurately, and courteously.
• Coordinate guest room billing, settle guest accounts, and adhere to all cashiering, credit, and financial procedures.
• Block and assign rooms in the PMS, ensuring designated room requirements, preferences, and special requests are communicated and followed through.
• Communicate hotel services, amenities, outlets, hours of operation, promotions, and special offerings clearly and confidently to guests.
• Maintain complete knowledge of guest room types, layouts, bed configurations, décor, appointments, locations, and applicable room rates and packages.
• Maintain awareness of daily house count, room availability, expected arrivals and departures, VIPs, special requests, and in-house guests.
• Generate, print, review, and distribute daily and weekly operational reports as required.
• Assist other Front Office departments and operational teams as needed to ensure a seamless guest experience.
• Serve as a telephone concierge, answering internal and external calls promptly and professionally while following established hotel telephone etiquette.
• Process, log, and distribute incoming guest communications through email and digital messaging platforms, including Kipsu, in a timely and professional manner.
• Receive, document, dispatch, and follow up on guest requests through Royal Service management software, ensuring requests are completed and guest satisfaction is confirmed.
• Respond promptly and professionally to guest requests across all communication channels, anticipating needs and providing personalized service.
• Handle In-Room Dining (IRD) order calls, utilize suggestive selling and upselling techniques, and coordinate with IRD and Culinary teams to facilitate accurate and timely delivery.
• Transition seamlessly between Front Desk and Royal Service responsibilities based on scheduled flex duties, operational demands, and peak activity periods.
• Anticipate guest needs, acknowledge all guests warmly, and provide attentive, personalized service regardless of operational volume or time of day.
• Maintain positive guest relations and demonstrate professionalism, discretion, and genuine hospitality in every guest interaction.
• Respond to and resolve guest concerns and complaints promptly, utilizing appropriate service recovery techniques and escalating issues when necessary.
• Document guest concerns, requests, and service recovery efforts accurately and ensure appropriate follow-up.
• Build guest loyalty through personalized service, recognition of guest preferences, and active promotion and participation in the hotel's loyalty program.
• Maintain awareness of in-house groups, meetings, events, VIP arrivals, and other activities that may impact the guest experience.
• Enter, update, confirm, and process room reservations, cancellations, modifications, and date changes in accordance with established reservation policies and procedures.
• Enter group rooming lists as directed and coordinate with Sales, Conference Services, and other departments as required.
• Assist guests with folio inquiries, billing questions, account adjustments, and other Front Office-related requests.
• Maintain accurate documentation and records related to guest transactions, reservations, requests, and service recovery.
• Maintain complete knowledge of and comply with all departmental policies, service procedures, brand standards, and operational requirements.
• Maintain current knowledge of all hotel facilities, services, outlets, amenities, hours of operation, events, promotions, and daily offerings.
• Maintain knowledge of emergency procedures, including appropriate response protocols and emergency services dispatch procedures.
• Maintain a clean, organized, sanitary, and professional appearance of assigned work areas, including the Front Desk and Royal Service Office.
• Protect guest privacy and confidentiality and appropriately safeguard guest information, belongings, hotel property, and financial information.
• Demonstrate flexibility and willingness to assist with operational needs across Front Office and other hotel departments as directed by management.
• Perform other job-related duties and responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED