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.
- Assist co-workers with payments or petty cash as required.
- Follow department policies, procedures and service standards
- Follow all safety policies
- Maintain regular and predictable attendance
- 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