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Guest Relations (49042978df2b)
The Guest Relations is primarily responsible for providing the highest level of personalized service to all of our Guests in accordance to Fairmont Hotels & Resorts corporate standards while maintaining hotel profitability in a positive working environment. In his role, the Guest Relation Agent will consistently exceed Guest expectations by providing highest levels of Guest satisfaction, acting as an Ambassador of Fairmont Hotels & Resorts at all times. Ensuring that all Fairmont Hotels & Resort service standards and operational procedures are adhered to in all interactions with Guests and colleagues. Providing prompt, attentive service either directly to the Guests or colleagues using the Guest’s name. Masters the Front Office and Royal Service policies, procedures and operations required. Uses the skills training received and knowledge acquired to excel in the position, ensuring accuracy in job performance. Reviewing reservations and Guest preferences to ensure all standards are met. Maintaining a perpetual presence on the Reception Desk throughout the hours of the shift. Following the Hotel’s telephone etiquette standards when handling internal and external calls. Remaining observant and responds to each Guest who approaches the Reception Desk. Constantly seeking to identify Guest preferences, acts upon them and makes sure to pass on this information to colleagues updating the Guest’s profile. Constantly seeking to anticipate Guest needs and requests, actively engaging our Guests. Ensuring the highest possible revenues are generated for the hotel through upselling programs. Developing and maintains strong Guest relationships to ensure Guest loyalty. Actively participates in departmental meetings, providing new ideas to improve service. Adheres to and promotes the company’s health & safety policies to ensure a safe work environment and is knowledgeable about all safety & emergency procedures. Has respect and maintains positive working relationship with colleagues and other departments and communicates effectively with same and gets the job done. Promotes open discussion. Acts as a role model for colleagues and strives to raise quality standards which others will aspire to. Flexible to work in Front Office and Royal Service as well as Fairmont Gold depending on operational needs. While working on Fairmont Gold, provide highest level of personalized service including Front Office duties such as check-in and check-out, Food & Beverage Service and Butler service. All other duties as assigned