EN - Front Desk Agent at Fairmont Hotels & Resorts

Job Description

Front Desk Agent

• First impressions are everything! As a Reception Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

What is in it for you:

• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our Academies
• 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

What you will be doing:

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following: 

• Register and room all guest arrivals according to established procedures
• Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
• Maintain cashier float and ensure accurate daily report of all money received
• Cash hotel guests’ personal and travelers checks and assist with currency exchange
• Keep abreast of all modifications to accounting policies and procedures
• Attend to guests’ request of using the service of safety box at all times
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs
• Attend to guest’s complaints, inquiries and requests, refer problems to supervisor/Assistant Manager if he/she unable to assist
• Is familiar with other Raffles properties so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Raffles property
• Ensure that the guests depart the hotel with a positive impression of hotel service
• Perform the audit balances and prepare all reports for audit in an orderly fashion
• When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals
• Maintain comprehensive knowledge of standard reservation procedures
• Maintain exemplary department standards of behavior and appearance and attitude
• Ensure front desk work area is kept clean and in an orderly state at all times
• Is fully aware of the Credit policy
• Adhere to OH&S policies and procedures
• Perform related duties and special projects assigned

Qualifications

Your experience and skills include:

• Skilled in Front Office operations  with the ability to work in a multicultural and diverse environment
• Minimum 2 years’ relevant experience 
• Penchant for customer service and effectively manage guest complaints
• Ability to train and manage a dynamic team
• Excellent English communication skills; both verbal and written
• Knowledge of Micros or similar POS systems, Opera or similar PMS systems and Microsoft Software