Night Guest Agent

Job Description

We invite you to join the world of luxury hospitality at Fairmont Palliser as our new Night Guest Agent. Inspire and create the grandest experience for our guest, clients and colleagues every day. Create cutting edge and high dishes for our food and beverage outlets and banquets. Create for yourself a career and develop within a world class hotel operation. As a Night Guest Agent, you will deliver professional and exceptional service to our guests while optimizing occupancy levels and room rates. You will be the first point of luxury hospitality, creating a lasting impression. Additionally, you will assist in resolving guest concerns with professionalism and care. The ideal candidate is self-motivated, enthusiastic, and courteous. Reporting to the Front Office Manager.

Key Responsibilities

• Complete nightly audit procedures and overnight front desk duties accurately and timely.
• Act as the first point of contact for guests and colleagues.
• Contribute to guest loyalty by consistently exceeding expectations and delivering warm, personalized service.
• Ensure the smooth and efficient operation of the Front Desk during overnight hours.
• Handle guest comments and complaints professionally, ensuring appropriate follow-up and communication with colleagues and leadership.
• Be aware of the safety, security and emergency procedures of the hotel. This includes reporting accidents, injuries and unsafe work conditions to the Manager.
• Manage pre-arrival tasks, including blocking rooms for special requests, VIPs, and loyalty members.
• Greet and register guests warmly and efficiently, ensuring all procedures are followed to enhance guest satisfaction.
• Issue room keys while maintaining strict adherence to security protocols.
• Handle guest departures professionally, including express checkout and encouraging return visits.
• Maintain clear and concise communication with team members and leadership during shift handovers.
• Ensure guest and colleague safety by maintaining knowledge of emergency and evacuation procedures, including operation of the fire panel.
• Deliver consistently superior guest service throughout all stages of the guest journey—pre-arrival, arrival, stay, and departure.
• Maintain accountability for personal cash float – maintaining accurate counts and balances with daily shift counts.
• Perform other duties as assigned.

Qualifications

What will you bring to this role?

• Minimum of 1 year previous experience in a Front Desk or experience in customer service, hospitality, or front desk operations preferred
• Must be available to work overnight shifts
• Diploma in Hospitality Management or a university degree is considered an asset
• Proficient in hotel property management systems (e.g., Opera, PMS, or similar)
• Proven ability to handle guest concerns with professionalism and efficiency
• Basic math and accurate cash-handling skills
• Personable, professional, and well-presented with excellent communication and interpersonal skills
• Strong problem-solving skills with keen attention to detail
• Ability to work independently and remain alert and focused throughout night shifts
• Strong multitasking and time management capabilities
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions.
• Foster an inclusive environment where every individual feels valued and respected

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Comprehensive benefits package including health, paramedical, dental, vision, life, and disability coverage for eligible employees. Company-matched pension plan, as well as RRSP & TFSA options. Complimentary meal in staff cafeteria during shifts. 

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:
We celebrate our differences. We support each other and we always stand together.​

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:
We build trust through mutual respect and being authentic.​

Our commitment to Diversity & Inclusion:
Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.