Guest Agent II

Job Description

We invite you to join the world of luxury hospitality at Fairmont Palliser as our new Guest Agent II. Inspire and create the grandest experience for our guest, clients and colleagues every day. Create cutting edge and high dishes for our food and beverage outlets and banquets. Create for yourself a career and develop within a world class hotel operation. As a Guest Agent II, you will deliver professional and exceptional service to our guests while optimizing occupancy levels and room rates. You will be the first point of luxury hospitality, creating a lasting impression. Additionally, you will assist in resolving guest concerns with professionalism and care. The ideal candidate is self-motivated, enthusiastic, and courteous. Reporting to the Front Office Manager.

Key Responsibilities

• To adhere to core standards of Fairmont Palliser and the Front Office operations
• Contribute to achieving the loyalty of our guests by exceeding their expectations and providing warm personal service
• Handle guest complaints and comments in a professional manner and provide the follow up required to co-workers and leaders
• To be aware and informed of rate/sell levels and seasons, contracted rates, packages and promotions
• Pre-arrival duties including blocking rooms with respect to special requests, ALL members, and large room types
• Arrival duties including friendly and efficient registration of guests by adhering to Hotel policies and ensuring guest satisfaction
• Handle room keys for in house guests, ensuring that the Company’s security procedures and adhered to
• Departure duties including friendly and efficient checkout of guest as well as expressing desire for return business
• Answering guest inquiries in a timely and accurate manner
• Clear and concise pass-on communication with colleagues and leaders in the department
• Ensuring the safety and well-being of our guests and colleagues by maintaining knowledge of crisis and emergency procedures; as well as Fire Panel /Evacuation procedures
• Adhere to the grooming standards, professional and in accordance to the luxury hotel
• Provide guests with superior guest service
• Other duties as assigned

Qualifications

What will you bring to this role?

• Previous experience in customer service, hospitality, or front desk operations preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and work efficiently under pressure.
• Proficiency in computer systems and basic administrative tasks.
• Attention to detail and strong organizational skills.
• Must be willing to work shift work
• Must be personable and presentable
• Diploma in hospitality management or university degree an asset
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions.
• Foster an inclusive environment where every individual feels valued and respected

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Comprehensive benefits package including health, paramedical, dental, vision, life, and disability coverage for eligible employees. Company-matched pension plan, as well as RRSP & TFSA options. Complimentary meal in staff cafeteria during shifts.

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging:
We celebrate our differences. We support each other and we always stand together.

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity:
We build trust through mutual respect and being authentic.

Our commitment to Diversity & Inclusion:
Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.