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Company Description

#BeLimitless

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 an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

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

Job Description

The Front Office Agent is responsible for delivering a warm, professional, and luxury guest experience from arrival to departure. As the first point of contact, the role focuses on efficient check-in and check-out procedures, accurate handling of guest accounts, and prompt resolution of guest requests. The Front Desk Agent represents the Fairmont brand by consistently providing personalized, high-quality service while maintaining operational accuracy and upholding hotel standards.

Key Responsibilities

• Welcome guests courteously and ensure a memorable first impression aligned with Fairmont luxury standards
• Anticipate guest needs and respond promptly to inquiries, requests, and concerns
• Provide accurate information about hotel facilities, services, and local attractions
• Handle guest feedback professionally and escalate issues when necessary
• Perform efficient check-in and check-out procedures following established standards
• Manage room assignments, key issuance, and special guest requests
• Ensure guest profiles and reservation details are accurate in the system
• Prepare and settle guest accounts accurately, including payments, currency exchange, and invoicing
• Balance cash floats and ensure compliance with financial procedures
• Maintain confidentiality and accuracy in all financial transactions
• Process reservations, amendments, cancellations, and no-shows
• Maintain accurate records of daily transactions and guest information
• Operate the Property Management System (Opera PMS) efficiently
• Liaise with housekeeping, concierge, engineering, and other departments to ensure seamless guest service
• Communicate guest preferences and special requirements clearly to relevant teams
• Support colleagues and contribute to a positive team environment
• Promote room upgrades, hotel services, and amenities to maximize revenue
• Encourage enrollment in Accor Live Limitless (ALL) loyalty program

Qualifications

• Previous experience in a front office or guest service role, preferably in a luxury hotel and/or resort
• Excellent command of English; additional languages are an advantage
• Strong communication, interpersonal, and problem-solving skills
• Proficient in Opera PMS and basic Microsoft Office applications
• Ability to work shifts, stand for extended periods, and multitask in a fast-paced environment
• Professional appearance with a calm, courteous, and service-oriented attitude