Front Desk Agent

Roles and responsibilities

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

• Demonstrate Fairmont’s brand service plus standards in all interactions.
• Provide a warm welcome & fond farewell to guests and assists Guests’ according to brand standards.
• Remain observant and respond to each Guest who approaches the Reception Desk.
• Is an ambassador of Fairmont Dubai by providing an excellent first impression.
• Maintain a perpetual presence on the Reception Desk throughout the hours of the shift.
• Greet all Guests courteously, using the Guest’s name whenever possible.
• Follow Hotel’s telephone etiquette standards.
• Follow Occupational Health & Safety regulations.
• Ensure adherence to Fairmont’s Code of Ethics.
• Drive Rate & RevPAR through up-selling room brand.
  

Qualifications

• Must possess outstanding Guest services skills, professional presentation and sophisticated communication skills.
• Proficient in English language (verbal & written), second language is an asset.
• Must be able to handle a multitude of tasks in an intense, ever changing environment while remaining calm and collective.
• Must be flexible in terms of working hours.
• Able to type 25 words per minute.
• 2 years minimum experience in customer service.
• A hospitality diploma is an asset.
• Computer literacy in Windows, MS Office Suite, and Opera PMS systems is recommended.
• Must have the ability to handle cash effectively and accurately.

Desired candidate profile

• Guest Check-In and Check-Out:

  • Greet guests warmly upon arrival and provide a friendly, professional check-in process.
  • Verify reservation details, assign rooms, and issue keys or access cards.
  • Assist guests during the check-out process, including processing payments, explaining bills, and thanking guests for their stay.

• Guest Services:

  • Answer inquiries about the hotel’s services, amenities, policies, and local attractions.
  • Handle guest requests for additional services such as extra towels, room service, transportation, or wake-up calls.
  • Offer suggestions or recommendations for dining, sightseeing, and activities in the local area.

• Reservations and Room Management:

  • Take reservations over the phone, via email, or through booking platforms, ensuring that guest requests and preferences are met.
  • Update and manage booking systems to ensure rooms are accurately assigned and available according to guest needs.
  • Monitor room availability and overbooked situations, collaborating with housekeeping and management to resolve any issues.

• Guest Complaints and Issue Resolution:

  • Address guest complaints, concerns, or issues professionally and promptly, aiming to resolve them to the guest’s satisfaction.
  • Handle difficult situations with calmness and diplomacy, and escalate issues to management when necessary.

• Communication and Coordination:

  • Communicate effectively with housekeeping, maintenance, concierge, and other hotel departments to ensure smooth operations.
  • Relay any important guest information to the appropriate team members (e.g., room preferences, special requests, or allergies).

• Payment Processing and Billing:

  • Process payments for room charges, incidentals, and other services through cash, credit cards, or other payment methods.
  • Ensure accurate billing and provide guests with receipts or invoices upon check-out.
  • Handle financial discrepancies or billing inquiries and escalate to management if needed.