Front Office Agent

• Ensure guest satisfaction is the highest priority during check-in, check-out and throughout the guest stay
• Ensure the reception desk is covered at all times and calls are answered according to standards
• Handle arrival and departure procedures efficiently and accurately, demonstrating Fairmont Brand Standards by actively engaging guests
• Clearly explain registration procedures, credit card policies and settlement of accounts
• Provide professional recommendations and suggestions to enhance the guest experience, and communicate guest preferences to all relevant departments
• Complete cashier pre-shift supply checks; post non-guest ledger payments; handle cash, traveller's cheques, credit cards and direct billing accurately
• Settle guest accounts, transfer balances to the correct ledgers, process account adjustments, and balance cash and departmental totals at the end of each shift
• Identify and report safety hazards, ensure equipment is in good working condition, and report suspicious persons or items to Security
• Protect guest privacy and security by following key and information release procedures, and report all accidents and injuries to the Hotel Nurse and Security
• Manage individual PMS accounts during check-out

Qualifications & Experience:

• Diploma or degree in Hospitality Management, Front Office Operations, Tourism or a related field
• Minimum 2-3 years' experience in a similar front office role in a 5-star hotel
• Proficiency in Opera or a similar Property Management System

Skills & Competencies:

• Excellent communication and interpersonal skills
• Strong knowledge of reception procedures and cashiering
• High level of integrity and ability to handle cash and confidential information
• Guest-centric service orientation