About this role
Greet and welcome guests upon arrival, ensuring a warm and professional first impressionAssist guests with check-in and check-out procedures, addressing any queries or concernsRespond promptly to guest requests and special requirements, liaising with relevant departments to ensure satisfactionHandle guest complaints and concerns with professionalism, working towards swift resolutionProvide concierge services, including local recommendations, restaurant reservations, and activity bookingsMaintain detailed records of guest interactions and preferences for future visitsConduct regular follow-up calls or communications with guests during their stay to ensure satisfactionCoordinate with housekeeping, food and beverage, and maintenance teams to address guest needsCollect guest feedback and prepare reports to identify areas for service improvementOrganise and support special events, celebrations, and group activities for guestsMaintain knowledge of hotel facilities, services, and local attractions to provide accurate informationEnsure all guest communications are documented in the property management systemContribute to achieving guest satisfaction targets and positive online reviewsRepresent the hotel professionally at all times, embodying the Fairmont brand values
High school diploma or equivalent qualificationMinimum 2-3 years of experience in guest relations, hospitality, or customer service rolesExcellent verbal and written communication skills in EnglishStrong interpersonal and relationship-building abilitiesProficiency in using property management systems and hotel softwareDemonstrated problem-solving and conflict resolution capabilities
WHAT IS IN IT FOR YOU:
Come As You AreWork With PurposeGrow, Learn and EnjoyExplore Limitless Possibilities