Guest Agent Ii

1 week ago

Victoria, Canada Fairmont Empress 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**:
Guest Agent II

What is in it for you:

- Employee benefit card offering discounted rates at Accor properties worldwide
- Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver
- 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 rate of pay $23.49 to $26.85

What you will be doing:

- Check guests in and out of the hotel with warm and engaging service
- Sophisticated communication skills, both written and verbal
- Focus attention on guest needs, remaining calm and courteous at all times
- Take responsibility for any guest inquiries and problem solve to resolve any guest issues
- Must possess a professional presentation
- Must be flexible in terms of working hours, including overnights
- Handle cash effectively and accurately
- Be fully versed and competent in all aspects of front office operations and provide the highest levels of professional, prompt and discreet guest service
- Promote and recommend the use of the hotel outlets and the spa
- Assist in the coordination and blocking of rooms for incoming group and tour arrivals
- Other duties as assigned

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

- A minimum of one year recent (in the last five years) as a guest agent in a luxury environment demanding a similar standard of guest/customer service or a minimum of one year recent (in the last five years) experience in a luxury front of house position with direct continuous guest/customer contact demanding a similar high standard of guest/customer service.
- A degree or diploma in hospitality may be considered in lieu of six (6) months of the
- required experience
- Proven ability to work well independently with mínimal supervision
- Excellent communication and interpersonal skills
- Demonstrated ability to provide excellent service and exceed expectations
- Ability to effectively solve problems and make decisions
- Ability to work cohesively with fellow colleagues as part of a team, as well as independantly
- Proficient in English language, both verbal & written, with a second language being
- an asset
- Must be able to handle a multitude of tasks in an busy, dynamic environment while
- remaining calm and collected
- Must be available to work flexible hours including overnight shifts
- Knowledge of computerized Front Office systems required with emphasis in
- Must have the ability to handle cash effectively and accurately
- Impeccable grooming and presentation

Additional Information

Physical Aspects of Position (include but are not limited to): Frequent standing and walking, Occasional bending and kneeling, Frequent carrying and lifting.

Your team and working environment: Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds - where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote div

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