About this role
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 impressionDeliver consistently high-quality and efficient service to all guests and colleaguesRespond promptly and positively to all guest and colleague requests, following up within 15 minutes to ensure expectations are exceededAssist guests with all enquiries and requests in accordance with Accor and RPV standards - Promote Fairmont Hotel & Resorts programmes to guests, including loyalty enrolment opportunitiesEnsure all guest messages, booking confirmations, notes, and special requests are communicated promptly via email, telephone, text message, or in personLiaise 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 processedComplete guest registration cards with accurate billing information, profiles, departure times, and special requestsInform the management team of guest arrivals and departures as requiredDeliver messages and confirmations to guests promptly and accuratelyConduct 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 processingSecure all cash in accordance with established cash handling proceduresComplete employee audits at the end of each shift, including reconciliation of cash and credit card transactionsBalance daily revenues and generate daily operational reportsMaintain accurate financial records and documentationAdministrative & Reporting
Complete daily checklists and operational documentationProduce reports as necessaryReport any unusual incidents or guest complaints to the MOD immediatelyConduct shift briefings to ensure relevant information is communicated to incoming staff Maintain stationery stock levelsTeam & Workplace Management
Promote a professional, efficient, and cohesive team environmentEnsure the work area is maintained to Health & Safety standards Demonstrate working knowledge of hotel emergency proceduresPerform any additional duties as assigned by managementCompliance & Standards
Adhere to all Fairmont Hotels & Resorts policies, procedures, and standards as outlined in the Policy & Procedures ManualMaintain compliance with Accor and RPV service standards at all times. University degree preferably Tourism & Hotel ManagementProficiency in English (verbal and written)Team-orientedFocused on guest satisfactionStrong interpersonal and problem solving abilities 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.