The Front Office Agent is responsible for delivering exceptional guest service and ensuring a seamless front desk experience in line with Fairmont Brand Standards, creating positive first and last impressions through professional reception, efficient processes, and proactive guest engagement.

Guest Satisfaction

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.
Demonstrate Fairmont Brand Standards by actively engaging guests.
Consistently apply service essentials at the front office.
Clearly explain registration procedures, credit card policies, and settlement of accounts.
Provide professional recommendations and suggestions to enhance the guest experience.
Communicate guest preferences to all relevant departments for seamless service.
Exceed guest expectations and turn moments into memorable experiences.
Remain conversant with the department’s frequently asked questions.

Cashiering

Complete cashier pre-shift supply checks.
Post non-guest ledger payments.
Handle cash, traveler’s cheques, credit cards, and direct billing accurately.
Settle guest accounts and transfer balances to the correct ledgers.
Process account adjustments.
Balance cash and departmental totals at the end of each shift.

Health & Safety

Identify and report safety hazards.
Ensure equipment is in good working condition and report any defects.
Report suspicious persons or items to Security.
Protect guest privacy and security by following key and information release procedures.
Report all accidents and injuries to the Hotel Nurse and Security.

Financial Responsibilities

Manage individual PMS accounts during check-out.
Ensure safe cash drops and maintain personal float.
Upsell room categories during reservations and check-in.

Qualifications

Diploma or Degree in Hospitality Management, Front Office Operations, Tourism, or related field.
Minimum 2-3 years’ experience in a similar front office role in a 5 star hotel.
Excellent communication and interpersonal skills.
Proficiency in Opera or a similar Property Management System.
Strong knowledge of reception procedures and cashiering.
High level of integrity and ability to handle cash and confidential information.

Guest Satisfaction

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.
Demonstrate Fairmont Brand Standards by actively engaging guests.
Consistently apply service essentials at the front office.
Clearly explain registration procedures, credit card policies, and settlement of accounts.
Provide professional recommendations and suggestions to enhance the guest experience.
Communicate guest preferences to all relevant departments for seamless service.
Exceed guest expectations and turn moments into memorable experiences.
Remain conversant with the department’s frequently asked questions.

Cashiering

Complete cashier pre-shift supply checks.
Post non-guest ledger payments.
Handle cash, traveler’s cheques, credit cards, and direct billing accurately.
Settle guest accounts and transfer balances to the correct ledgers.
Process account adjustments.
Balance cash and departmental totals at the end of each shift.

Health & Safety

Identify and report safety hazards.
Ensure equipment is in good working condition and report any defects.
Report suspicious persons or items to Security.
Protect guest privacy and security by following key and information release procedures.
Report all accidents and injuries to the Hotel Nurse and Security.

Financial Responsibilities

Manage individual PMS accounts during check-out.
Ensure safe cash drops and maintain personal float.
Upsell room categories during reservations and check-in.

Qualifications

Diploma or Degree in Hospitality Management, Front Office Operations, Tourism, or related field.
Minimum 2-3 years’ experience in a similar front office role in a 5 star hotel.
Excellent communication and interpersonal skills.
Proficiency in Opera or a similar Property Management System.
Strong knowledge of reception procedures and cashiering.
High level of integrity and ability to handle cash and confidential information.

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