About the role
- Greet and welcome guests upon arrival with exceptional hospitality and professionalism
- Process guest check-ins and check-outs efficiently while maintaining accuracy in all documentation
- Manage room reservations, modifications, and cancellations using the property management system
- Respond promptly to guest inquiries via phone, email, and in-person communication
- Provide concierge services including restaurant recommendations, local attraction information, and travel arrangements
- Handle guest concerns and complaints with empathy and resolve issues to ensure satisfaction
- Process payments and manage billing inquiries with accuracy and discretion
- Coordinate with housekeeping and maintenance departments to address guest requests and maintenance issues
- Maintain a clean, organized, and welcoming front desk environment
- Perform administrative duties including data entry, filing, and record maintenance
- Upsell hotel services and amenities to enhance guest experience and increase revenue
- Ensure compliance with security protocols and guest privacy regulations
- Assist with special requests and arrangements for VIP guests and events
- Collaborate with team members to support overall front office operations
- Maintain professional appearance and demeanor consistent with Fairmont standards at all times
Required Qualifications:
- High school diploma or equivalent qualification
- Minimum 1-2 years of guest service or front office experience in a hospitality setting
- Proficiency in using property management systems (PMS) and hotel management software
- Excellent verbal and written communication skills in English; additional languages preferred
- Strong customer service orientation with ability to handle guest interactions professionally
- Demonstrated ability to manage multiple tasks and prioritise effectively in a fast-paced environment
- Proficiency in Microsoft Office applications (Word, Excel, Outlook)
- Knowledge of hotel operations, reservation systems, and front office procedures
WHAT IS IN IT FOR YOU:
- Come As You Are
- Work With Purpose
- Grow, Learn and Enjoy
- Explore Limitless Possibilities