Guest Services Agent

Job Description

• Provide warm, professional, and engaging service consistent with Fairmont luxury standards.
• Serve as a knowledgeable resource for hotel services, amenities, local attractions, dining, transportation, and special events
• Respond to guest inquiries, requests, and concerns promptly and effectively, ensuring complete resolution and follow-up
• Build positive relationships with guests by anticipating needs and creating personalized experiences
• Coordinate with Housekeeping, Engineering, Food & Beverage, Security, and other departments to ensure flawless guest experiences.
• Accurately document guest requests, preferences, and service recovery efforts.
• Handle challenging situations with professionalism, discretion, and sound judgment.
• Maintain a thorough knowledge of hotel policies, procedures, promotions, and services.
• Support operational excellence by adhering to all safety, security, and service standards.
• Contribute to the achievement of departmental service goals, guest satisfaction scores, and hotel performance objectives
• Uphold the highest levels of integrity, confidentiality, professionalism, and guest care.

Qualifications

• Minimum one (1) year of customer service, hospitality, luxury retail, or hotel experience preferred.
• Previous experience in a luxury hotel, guest relations, front office, concierge, or hospitality environment is an asset.
• Exceptional verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport with diverse guests and colleagues.
• Excellent organizational and time-management capabilities with strong attention to detail.
• Ability to prioritize multiple tasks while maintaining composure in a fast-paced environment.
• Proven problem-solving skills and the ability to make sound decisions independently.
• Proficiency in Microsoft Office applications; experience with hotel property management systems is preferred.
• Flexible schedule availability, including evenings, weekends, holidays, and special events.
• Fluency in additional languages is a plus.

Physical Requirements

• Ability to stand and walk for extended periods, up to eight (8) hours per shift.
• Ability to frequently lift, carry, push, or pull up to 30 pounds and occasionally up to 50 pounds.
• Ability to work efficiently in a fast-paced environment with continuous movement and guest interaction.
• Ability to reach, bend, stoop, and perform repetitive motions as required by operational needs.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are, and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

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