Overview
Located in the heart of each destination we call home, a stay at any Fairmont hotel is truly unforgettable. Known for grand and awe-inspiring properties and thoughtful and engaging colleagues who aim to make each and every stay a cherished and memorable experience, we have been the stage for some of the most significant moments in global history. As a part of ALL – the Accor Live Limitless Lifestyle Loyalty Program, with 90 exceptional addresses in 32 countries, we are as favored by world leaders and business travelers as we are by families and those with a penchant for luxurious travels. Fairmont Hotels stand at the intersection of elegance and culture, where significant occasions are honored and pivotal global events unfold. Wherever we are situated, our hotels become the cultural and social heart of the community; so immersed in local traditions and so deeply connected to our surroundings, Fairmont Hotels are seen as an essential part of their respective destinations.
Front Office Agent
About the job
Company Description
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality.
Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS
Responsibilities:
Job Description
First impressions are everything! As a Front Office 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.
Reporting To The Director Of Front Office And Assistant Front Office Manager(s), Responsibilities And Essential Job Functions Include But Are Not Limited To The Following:
- Consistently offer professional, friendly and engaging service.
- Greet, check in and settle guest accounts while ensuring all service standards are followed
- Maintain accurate records of daily transactions and cash handling, which includes currency exchange and balancing a float
- Handle guest requests, questions and concerns effectively and promptly
- Promote a professional team environment
- Follow department policies, procedures and service standards
- Performs any and all other tasks assigned by management
- Upholds the highest standard of internal and external customer service at all times
- Take initiative to add a personalized experience
- Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling
Skills:
- Customer Service Skills:
- Ability to provide professional, friendly, and engaging service to guests.
- Communication Skills:
- Proficient in English (verbal and written); knowledge of additional languages is a plus.
- Attention to Detail:
- Maintaining accurate records of transactions and ensuring all service standards are followed.
- Cash Handling Skills:
- Experience with currency exchange and balancing cash floats.
- Problem-Solving Abilities:
- Effectively handling guest requests, questions, and concerns.
- Team Collaboration:
- Promoting a professional team environment and supporting colleagues.
Qualifications
- Proficient in the English Language (verbal & written), second language is an asset
- Previous experience and knowledge of Property Manager is an asset
- Required knowledge of Windows’ Office Suite
- Must be able to handle multiple tasks in a dynamic, fast-paced environment
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Strong interpersonal and problem solving abilities
- Able to stand for long periods, at least 8 hours per shift
- Must be able to lift up to 50 pounds
Additional Information
The hotel reserves the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as and when necessary. The above-mentioned job description attempts to outline key aspects of the role, however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.
Reservation Agent
Job Description
- Responds to enquiries about hotel products and services over the telephone, fax, email, etc.
- Determines guest’s needs and quotes the appropriate room and rate as per requirements.
- Books reservation with most accurate information to ensure exceeding guest’s expectations.
- Arranges accommodation, visas and activity requirements for leisure, corporate and wholesaler’s guests.
- Has a general understanding of Groups – including cut off dates, blocking and booking policies and procedures.
- Acts in accordance with the standards, conforms to the policies and procedures of Fairmont
- High communication skills verbal and written. Perfect use of English. Command of Arabic will be considered and important asset
- Understands Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory.
- Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated.
- Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.
- Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
- Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
Skills:
- Customer Service Skills:
- Ability to respond to inquiries about hotel products and services with a focus on exceeding guest expectations.
- Communication Skills:
- High proficiency in verbal and written English; command of Arabic is a significant asset.
- Sales Skills:
- Strong ability to quote rates and book reservations effectively, ensuring alignment with guest needs.
- Attention to Detail:
- Ensuring accuracy in reservations and understanding guest requirements to provide tailored solutions.
Qualifications
- Must possess outstanding Sales skills, guest service skills, professional presentation and sophisticated communication skills.
- Proficient in English language (Verbal and written), second language is an asset. Arabic is a must.
- Possesses full command Opera and other Microsoft applications (necessary training will be provided). Computer literacy in Windows, MS Office Suite is a must.
- 2-year experience in similar positions and customer service
