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Front Office Reception Agent

2 months ago

Banff, Alberta, Canada Accor Full time

Job Summary:

We are seeking a highly skilled and customer-focused Front Office Reception Agent to join our team at Fairmont Banff Springs. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring a seamless and memorable experience.

Key Responsibilities:

  • Provide professional, friendly, and engaging service to guests, responding to their inquiries and resolving any issues in a timely and efficient manner.
  • Greet, check-in/check-out, and settle guest accounts, ensuring all service standards are followed.
  • Document all guest requests, complaints, or issues immediately and notify designated department/personnel for resolving the situation, following up to ensure completion and guest satisfaction.
  • Assist guests regarding hotel facilities in an informative and helpful way, providing accurate information and recommendations.
  • Respond to each guest who approaches the Reception Desk, addressing their needs and concerns promptly.
  • Drive rate through up-selling room brands, promoting our hotel's amenities and services.
  • Follow departmental and hotel policies, procedures, service, and safety standards, maintaining a high level of professionalism and integrity.

Requirements:

  • Ability and willingness to work a variety of shift work, including evenings/weekends/early morning/overnights.
  • Previous experience in Front Desk or customer service is an asset.
  • Previous Property Management System (PMS) experience is an asset.
  • Proficient in the English language (verbal & written), second language is an asset.
  • Must display strong communication, analytical, organizational, and administrative skills to be able to deal with multiple priorities simultaneously.
  • Strong interpersonal and problem-solving abilities.
  • Highly responsible and reliable.
  • Ability to work well under pressure in a fast-paced environment.
  • Ability to work cohesively with fellow colleagues as part of a team.
  • Ability to focus attention on guest needs, remaining calm and courteous at all times.

Perks and Benefits:

  • Subsidized staff accommodation provided on-site for full-time status employees.
  • One complimentary meal per shift in our staff cafeteria.
  • Comprehensive benefits package, including Medical, Vision, and Dental.
  • Employee travel program with discounts on room rates, as well as on food and beverage at Fairmont and Accor properties worldwide.