FAIRMONT
Job Description
Consistently offer professional, friendly and engaging service
Proudly promote the hotel facilities, looking for opportunities to enhance and add a personalized experience
Have a complete knowledge of the hotel’s emergency procedures.
Handle Guest concerns and react quickly, logging and notifying proper areas/departments.
Able to give clear and concise information when communicating to guests, as well as demonstrating empathy & responsiveness when addressing issues and concerns.
Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping and Engineering.
Respond to all incoming calls complying with the telephone standards and transferring them if needed to the relevant departments.
Monitor the general hotel inbox, and respond to or forward emails as required in a timely and professional manner
Monitor and respond to guest text messages within the luxury standard time frame
Use software programs to send correspondence to guests
Assist guests regarding hotel facilities in an informative and helpful way including activities and hours of operation
Follow department policies, procedures and service standards
Book and enter room reservation requests using the Opera Cloud System
Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
Update reservations ensuring a flawless check-in and check-out process
Reply to reservation emails and double check accuracy of reservation/notes created
Answer incoming reservation calls in a timely manner
Respond to leads sent to the common reservation inbox
Set-up proper billing according to accounting policies, and answer relatively basic finance inquiries, including emailing an invoice after a guest stay.
Facilitate an efficient process for guest room requests and the timely dispatch of such requests, including housekeeping and engineering.
Process onsite reservation requests, rooming lists, changes, and cancellations received by phone, fax, mail, or email.
Regular and/or seasonal collaboration with the Food and Beverage team to maintain a comprehensive knowledge of the menus, including ingredients, preparation methods, and potential allergens, to effectively answer customer inquiries and provide recommendations.
Take In-Room Dining orders for guests and enter accurately in the POS Silverware system in a timely manner.
Offer wake-up call services and to action them as per standards
Ensuring all communication is of business nature (phone and radio standards)
Using the standard verbiage and coding system in order to maximize radio communication efficiently.
Ensure that guest attention is the utmost priority during moments of engagement.
Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
Demonstrate the Fairmont Brand Standards at all times by actively engaging our guests.
Consistently follow the service essentials for front office while performing your duties and ensuring guest satisfaction.
Will follow all hotel, LQA and Forbes standards when interacting with guests
Conduct self-audits and participate in the feedback of audits for improvement of service levels.
Provide requested information to guests, but also offer suggestions/recommendations/ opinions to the guest, enhancing the service by offering your professional guidance.
Will ensure guest preferences are highlighted to all concerned in order to offer seamless service.
Ensure the working environment is free of safety hazards and hindrances to avoid any accidents at work.
Follow all safety policies
Maintain regular and predictable attendance
Due to the fluctuation in business levels in the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance is required at all scheduled training sessions and meetings.
Other duties as assigned
Qualifications
Positive, outgoing and professional attitude with a passion for service
High school diploma or equivalent required
Hospitality Diploma is an asset
Previous experience in guest relations required
Previous room reservation sales experience an asset
Must possess outstanding guest services skills and sophisticated verbal communication skills
Excellent work organization – ability to problem solve and respond to changing conditions or unexpected events with grace
Computer literate in Microsoft Window applications required and ability to work with different programs and software
Prior experience working with Opera Cloud or a related system an asset
Highly responsible & reliable
Ability to work well under pressure in a fast-paced environment
Ability to work cohesively with fellow colleagues as part of a team
Must also be able to work independently.
Flexibility to work different shifts including mornings, evenings, weekends and holidays as needed
Ability to focus attention on guest needs, remaining calm and courteous at all times
What is in it for you
Hourly rate: USD $28 per hour
Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
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, like Planet 21 and WATCH
Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.
We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.
#J-18808-Ljbffr
Consistently offer professional, friendly and engaging service
Proudly promote the hotel facilities, looking for opportunities to enhance and add a personalized experience
Have a complete knowledge of the hotel’s emergency procedures.
Handle Guest concerns and react quickly, logging and notifying proper areas/departments.
Able to give clear and concise information when communicating to guests, as well as demonstrating empathy & responsiveness when addressing issues and concerns.
Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping and Engineering.
Respond to all incoming calls complying with the telephone standards and transferring them if needed to the relevant departments.
Monitor the general hotel inbox, and respond to or forward emails as required in a timely and professional manner
Monitor and respond to guest text messages within the luxury standard time frame
Use software programs to send correspondence to guests
Assist guests regarding hotel facilities in an informative and helpful way including activities and hours of operation
Follow department policies, procedures and service standards
Book and enter room reservation requests using the Opera Cloud System
Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
Update reservations ensuring a flawless check-in and check-out process
Reply to reservation emails and double check accuracy of reservation/notes created
Answer incoming reservation calls in a timely manner
Respond to leads sent to the common reservation inbox
Set-up proper billing according to accounting policies, and answer relatively basic finance inquiries, including emailing an invoice after a guest stay.
Facilitate an efficient process for guest room requests and the timely dispatch of such requests, including housekeeping and engineering.
Process onsite reservation requests, rooming lists, changes, and cancellations received by phone, fax, mail, or email.
Regular and/or seasonal collaboration with the Food and Beverage team to maintain a comprehensive knowledge of the menus, including ingredients, preparation methods, and potential allergens, to effectively answer customer inquiries and provide recommendations.
Take In-Room Dining orders for guests and enter accurately in the POS Silverware system in a timely manner.
Offer wake-up call services and to action them as per standards
Ensuring all communication is of business nature (phone and radio standards)
Using the standard verbiage and coding system in order to maximize radio communication efficiently.
Ensure that guest attention is the utmost priority during moments of engagement.
Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
Demonstrate the Fairmont Brand Standards at all times by actively engaging our guests.
Consistently follow the service essentials for front office while performing your duties and ensuring guest satisfaction.
Will follow all hotel, LQA and Forbes standards when interacting with guests
Conduct self-audits and participate in the feedback of audits for improvement of service levels.
Provide requested information to guests, but also offer suggestions/recommendations/ opinions to the guest, enhancing the service by offering your professional guidance.
Will ensure guest preferences are highlighted to all concerned in order to offer seamless service.
Ensure the working environment is free of safety hazards and hindrances to avoid any accidents at work.
Follow all safety policies
Maintain regular and predictable attendance
Due to the fluctuation in business levels in the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance is required at all scheduled training sessions and meetings.
Other duties as assigned
Qualifications
Positive, outgoing and professional attitude with a passion for service
High school diploma or equivalent required
Hospitality Diploma is an asset
Previous experience in guest relations required
Previous room reservation sales experience an asset
Must possess outstanding guest services skills and sophisticated verbal communication skills
Excellent work organization – ability to problem solve and respond to changing conditions or unexpected events with grace
Computer literate in Microsoft Window applications required and ability to work with different programs and software
Prior experience working with Opera Cloud or a related system an asset
Highly responsible & reliable
Ability to work well under pressure in a fast-paced environment
Ability to work cohesively with fellow colleagues as part of a team
Must also be able to work independently.
Flexibility to work different shifts including mornings, evenings, weekends and holidays as needed
Ability to focus attention on guest needs, remaining calm and courteous at all times
What is in it for you
Hourly rate: USD $28 per hour
Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
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, like Planet 21 and WATCH
Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.
We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.
#J-18808-Ljbffr