The Front Office Agent is responsible for delivering exceptional guest service and ensuring a seamless front desk experience in line with Fairmont Brand Standards, creating positive first and last impressions through professional reception, efficient processes, and proactive guest engagement.
Guest
Satisfaction
- Ensure guest satisfaction is the highest
priority during check-in, check-out, and throughout the guest stay.
- Ensure the reception desk is covered at all
times and calls are answered according to standards.
- Handle arrival and departure procedures
efficiently and accurately.
- Demonstrate Fairmont Brand Standards by actively
engaging guests.
- Consistently apply service essentials at the
front office.
- Clearly explain registration procedures, credit
card policies, and settlement of accounts.
- Provide professional recommendations and
suggestions to enhance the guest experience.
- Communicate guest preferences to all relevant
departments for seamless service.
- Exceed guest expectations and turn moments into
memorable experiences.
- Remain conversant with the department’s
frequently asked questions.
Cashiering
- Complete cashier pre-shift supply checks.
- Post non-guest ledger payments.
- Handle cash, traveler’s cheques, credit cards,
and direct billing accurately.
- Settle guest accounts and transfer balances to
the correct ledgers.
- Process account adjustments.
- Balance cash and departmental totals at the end
of each shift.
Health
& Safety
- Identify and report safety hazards.
- Ensure equipment is in good working condition
and report any defects.
- Report suspicious persons or items to Security.
- Protect guest privacy and security by following
key and information release procedures.
- Report all accidents and injuries to the Hotel
Nurse and Security.
Financial
Responsibilities
- Manage individual PMS accounts during check-out.
- Ensure safe cash drops and maintain personal
float.
- Upsell room categories during reservations and
check-in.
Qualifications
- Diploma or Degree in Hospitality Management,
Front Office Operations, Tourism, or related field.
- Minimum 2-3 years’ experience in a similar front
office role in a 5 star hotel.
- Excellent communication and interpersonal
skills.
- Proficiency in Opera or a similar Property
Management System.
- Strong knowledge of reception procedures and
cashiering.
- High level of integrity and ability to handle
cash and confidential information.
How to
Apply
