Front Desk Agent

Job Overview

• Execute the daily functions of arrival and departure for guests in a manner keeping with the Fairmont Service Promise and the guests.
• Adheres to and executes all job task checklist points.

Responsibilities

• Perform registration process by obtaining data from guest and by observing the established guidelines.
• Review all Group Resumes, VIP reports, daily business reports.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag while working.
• Comply at all times with Accor standards and regulations to encourage safe and efficient hotel operations which include but are not limited to Front Office policies and Accounting policies.
• Cash handling and credit processing as required, to include Gift Card redemption.
• To support the Concierge or Telephone Operator as required.
• Resolve guest complaints or otherwise follow up with manager.
• Review room queue and work with Housekeeping to expedite turnover.
• Reach out to guests to communicate room is ready and coordinate luggage delivery with Guest Services if luggage has been stored.
• Handle Due-Out and Discrepancy updating in communication with the Housekeeping Department.
• Post applicable charges for late check-outs requests.
• Perform daily “bucket check report” against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached.
• Ensure that one’s cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault.
• Ensure the strict control of room keys. Enforce the key handling procedures ensuring maximum security.
• Ensure proper handling and documentation of guest’s valuables being secured in hotel safe deposit box.
• Drive and champion ALL loyalty program.
• Drive FO Up selling program.
• Be familiar with hotel services and promotions and promote them.
• Use Royal Service Manager as the main method of communication throughout the department as required for communication.
• Take and deliver accurate and timely guest messages.
• Respond to queries positively.
• Follow department policies, procedures and service standards, including all safety policies.
• Other tasks as assigned...