Front Desk Agent at Fairmont Hotels & Resorts

What is in it for you?

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies and the opportunity to earn qualifications while you work
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21 

What you will be doing?

• Will ensure that guest attention is the utmost priority in the department during check in and check out processes and all throughout when guests are booking activities.
• Will ensure that the Reception Desk is covered at all times, the telephone is answered to standard, and arrival/departure process is being handled in an efficient manner.
• Will demonstrate the Fairmont Brand Standards at all times by actively engaging our guests.
• Will follow consistently the service essentials for reception while performing your duties and ensure guest satisfaction. 
• Will ensure you are able to explain in great detail when conveying information about the registration process, explaining credit card procedures, settlement of accounts.
• Will not always provide requested information to guests, but also offer suggestions/ recommendations/ opinions to the guest enhancing the service by offering your professional guidance.
• Will ensure guest preferences are highlighted to all concerned in order to offer seamless service.
• Must exceed customer expectations at all times and turn moments to memories for our guests.
• Will ensure that you are conversant with 25 FAQS in the department.
• Will ensure all the computers and printers are in good working order. Report immediately any faults and follow up.
• Will make sure the reception and lobby area is arranged according to the Fairmont Standards at all times
• Will ensure that before reporting on duty you are in complete uniform, maintaining posture, and engaging the guest.
• Will be a role model in the department; known for consistently following Hotel standards.
• Will uphold and demonstrate a commitment to Fairmont’s Value Statement of respect, integrity, teamwork, and empowerment.
• Will ensure you check the timetable daily in cases of duty changes
• Will always arrive on time, in proper uniform, mentally and physically prepared, and following Hotel’s grooming standards for their scheduled shift.
• Will follow all FHR standards are followed by the team.
• Has outstanding guest services skills, professional presentation and sophisticated communication skills.
• Is proficient in the property management system- Opera, operational logistics of the Hotel, currency exchange and cash float, and accounting systems management.
• Will be aware of the Hotel’s outlets and hours of operations as well as any changes conveying this information to guests.
• Fully aware of all of the room features and how to operate them.
• Able to give clear and concise information when communicating to guests, as well as demonstrates empathy & responsiveness when addressing issues and concerns.
• Has superior organization skills, not just with own work, but also by directing the work of other colleagues within the department.
• Will actively seek duties and tasks during slow periods to maximize efficiency.
• Must be able to work independently
• Ensures the working environment is free of safety hazards and hindrances to avoid any time work accident.
• Will ensure that equipment and material is maintained and is in proper working condition at all times and report any missing or damaged items to the supervisor.
• Make sure you report all suspicious persons, packages, vehicles, luggage, and observations to Security.
• Ensure you promote safety, security, and well-being of our guests by not providing any information to anyone unless approved and will not provide keys to anyone not registered to the room.
• Ensure you report all accidents and injuries, no matter how minor, to the Hotel Nurse and Security Department.
• Ensure you follow all health and safety standards as per FHR and FMKSC at all times
• Will be in charge of individual PMS during check out processes and any pending PM to be discussed with the Supervisor.
• Will ensure safe drops are done as per the standard and ensure you have proper float for their day to day shift.
• Upsell room categories during reservations or check in.
• Will be in charge of personal float given to you by the company.
• Will be cost conscience and able to control costs of all stationary at your disposal.
• Will attend all trainings as requested.
• Will sign the training forms after attendance.
• Support all environmental initiatives at all times.
• Can be allocated any other duties as required by management.

Your experience and skills include:

•  Minimum diploma in hospitality training
• Working knowledge of Opera system
• Experience of atleast 3 years as a front office agent in a fast paced organization or resort.
• Excellent work organization – ability to solve problems and respond to changing conditions or unexpected events
• Positive, outgoing and professional attitude with a passion for  service
• Must be a great communicator

Your team and working environment:

• Fun-loving, Vibrant & passionate to grow with us
• The environment has magnificent views of majestic Mount Kenya, the Fairmont  Mount Kenya Safari Club has 120 luxurious appointed guest rooms, set in over 100 acres of landscaped gardens,  and offer a unique blend of comfort