Guest Service Agent

Job Description

As a Guest Service Agent at Fairmont Royal Pavilion Hotel, you will be the cornerstone of our guests' experience, delivering exceptional service with professionalism and warmth. You will manage front desk operations, handle financial transactions, and ensure seamless communication across all hotel departments whilst maintaining the highest standards of service excellence.

Your key responsibilities will be 

Guest Service Excellence -

• Greet all guests with a warm, professional demeanour and welcoming attitude, ensuring an exceptional first impression
• Deliver consistently high-quality and efficient service to all guests and colleagues
• Respond promptly and positively to all guest and colleague requests, following up within 15 minutes to ensure expectations are exceeded
• Assist guests with all enquiries and requests in accordance with Accor and RPV standards - Promote Fairmont Hotel & Resorts programmes to guests, including loyalty enrolment opportunities
• Ensure all guest messages, booking confirmations, notes, and special requests are communicated promptly via email, telephone, text message, or in person
• Liaise and communicate effectively with all hotel departments regarding guest requirements and preferences

 Front Desk Operations 

• Manage check-in and check-out services, ensuring all guest information is accurately recorded and processed
• Complete guest registration cards with accurate billing information, profiles, departure times, and special requests
• Inform the management team of guest arrivals and departures as required
• Deliver messages and confirmations to guests promptly and accurately
• Conduct the night audit process as required.

Financial Management

• Process all financial transactions efficiently and accurately, including foreign currency exchange at authorised rates.
• Settle guest accounts and ensure accurate payment processing
• Secure all cash in accordance with established cash handling procedures
• Complete employee audits at the end of each shift, including reconciliation of cash and credit card transactions
• Balance daily revenues and generate daily operational reports
• Maintain accurate financial records and documentation

Administrative & Reporting

• Complete daily checklists and operational documentation
• Produce reports as necessary
• Report any unusual incidents or guest complaints to the MOD immediately
• Conduct shift briefings to ensure relevant information is communicated to incoming staff
•  Maintain stationery stock levels

Team & Workplace Management

• Promote a professional, efficient, and cohesive team environment
• Ensure the work area is maintained to Health & Safety standards
•  Demonstrate working knowledge of hotel emergency procedures
• Perform any additional duties as assigned by management

Compliance & Standards

• Adhere to all Fairmont Hotels & Resorts policies, procedures, and standards as outlined in the Policy & Procedures Manual
• Maintain compliance with Accor and RPV service standards at all times.

Qualifications

• University degree preferably Tourism & Hotel Management
• Proficiency in English (verbal and written)
• Team-oriented
• Focused on guest satisfaction
• Strong interpersonal and problem solving abilities

Additional Information

WHAT IS IN IT FOR YOU:

- Learning programs through our Academies

- Opportunity to develop your talent and grow within your property and across the world!

- Ability to make a difference through our Corporate Social Responsibility activities.

Our Commitment to Diversity & Inclusion:
We are an inclusive company, and our ambition is to attract, recruit, and promote diverse talent.