About the role
- Greet and welcome guests upon arrival, ensuring a warm and professional first impression
- Assist guests with check-in and check-out procedures, addressing any queries or concerns
- Respond promptly to guest requests and special requirements, liaising with relevant departments to ensure satisfaction
- Handle guest complaints and concerns with professionalism, working towards swift resolution
- Provide concierge services, including local recommendations, restaurant reservations, and activity bookings
- Maintain detailed records of guest interactions and preferences for future visits
- Conduct regular follow-up calls or communications with guests during their stay to ensure satisfaction
- Coordinate with housekeeping, food and beverage, and maintenance teams to address guest needs
- Collect guest feedback and prepare reports to identify areas for service improvement
- Organise and support special events, celebrations, and group activities for guests
- Maintain knowledge of hotel facilities, services, and local attractions to provide accurate information
- Ensure all guest communications are documented in the property management system
- Contribute to achieving guest satisfaction targets and positive online reviews
- Represent the hotel professionally at all times, embodying the Fairmont brand values
- High school diploma or equivalent qualification
- Minimum 2-3 years of experience in guest relations, hospitality, or customer service roles
- Excellent verbal and written communication skills in English
- Strong interpersonal and relationship-building abilities
- Proficiency in using property management systems and hotel software
- Demonstrated problem-solving and conflict resolution capabilities
WHAT IS IN IT FOR YOU:
- Come As You Are
- Work With Purpose
- Grow, Learn and Enjoy
- Explore Limitless Possibilities