Guest Agent I

2 weeks ago

Victoria, Canada FAIRMONT Full time

Company Description

Recognized as one of Top 21 Iconic Hotels in the World by National Geographic Traveler magazine, honoured with Travel + Leisure Magazine’s World’s Best Award for Top 10 City Hotels in Canada, and awarded Best Historic Hotel in the Americas, Fairmont Empress is located in Victoria, BC overlooking the city’s sparkling Inner Harbour.

This Forbes Four-Star, 4-Diamond property offers 464 beautifully appointed guest rooms and suites, Willow Stream Spa with signature West Coast experiences, Q at the Empress Restaurant featuring Pacific Northwest cuisine and award winning wine list, and Q Bar with its regionally focused cocktail culture was recently named to Canada’s 50 Best Bars list. World famous Tea at the Empress is a bucket list experience in the hotel’s sophisticated Lobby Lounge. Located on Vancouver Island, Canada’s Castle on the Coast is the ideal starting point to explore British Columbia’s stunning natural beauty.

**Job Description**:
**What is in it for you**:

- Employee benefit card offering discounted rates at Accor properties worldwide
- Exclusive Employee and Friends & Family Discounts at Fairmont Hotels
- Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
- Opportunity to develop your talent and grow within your property and across the world
- Complimentary meal during your shift through our Colleague Dining Program
- Complimentary uniform laundering
- Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
- Access to our company-matched Defined Contribution Pension Plan (DCPP)
- Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
- Hourly pay rate of $24.94 to $28.50

**What you will be doing**:

- Ensure the smooth operation and maintenance of standards and profitability of the Front Office
- Work cooperatively with other departments to ensure total guest satisfaction
- Greet, assist, direct guests and respond to their inquiries and requests
- Check in and check‑out of hotel guests with warm and engaging service
- Handle cash, credit card and voucher transactions, balance daily transactions
- Maintain and update computer data - training manuals, procedures and SOPs
- Review, complete and delegate tasks associated with all front office reports including guest account traces, departures, contingency reports, maintenance, check-out with balance, rate change, etc.
- Print guest registration cards and coordinate vouchers associated with various room packages
- Assist in the coordination and blocking of rooms for all room categories, including incoming group and tour arrivals and all reservations 3 days prior to arrival. Balancing inventory when necessary
- Daily review of ACDC arrivals and guest loyalty memberships
- Ensure all front and back working areas are kept immaculately clean and organized at all times
- Ensure all tasks are completed as assigned and/ or requested on the daily GSA task lists.
- Supervise the daily operations of the Front Desk and ensure all established policies and procedures are followed
- Effectively lead and motivate all colleagues in the Front Office
- Ensures that the security of the hotel is maintained through participation in the Emergency response procedures and ensure only registered guests and patrons use the Reception Lobby
- Conduct shift briefings with all colleagues in the Front Office
- Determine and encourage upsell opportunities and loyalty membership enrolments
- Establish and monitor breaks and coordinate accordingly
- Effectively handle guest comments both in person and in writing, with an ability to identify and rectify any concerns
- Assist Guest Service Agent IIs and Guest Service Coordinators with any guest issues or problems
- Guide, mentor and train Guest Service Agent II's when required. Perform service and knowledge audits with Guest Service Agent II's
- Be Health and Safety conscious and actively participate in maintaining a safe work environment
- Promote and recommend the use of hotel outlets and spa
- Other duties as assigned

**Qualifications**:
**Your experience and skills include**:

- Minimum of three years (in the last 5 years) experience as a Guest Agent in a luxury environment demanding a similar standard of guest/customer service
- Completely fluent English language skills; both written and verbal
- Impeccable and professional grooming and presentation
- Clear, precise, professional and helpful telephone manner
- Demonstrated leadership ability
- Demonstrated a high level of responsibility and commitment
- Demonstrated excellent organizational skills - showing flexibility in handling multiple priorities and meeting deadlines
- Demonstrated team player with proven success in relationship building
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