Front Desk Agent

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 colleagues worldwide, we are dedicated to delivering exceptional service, fostering a culture of excellence, and making special happen. Hotel Overview: Located in the heart of downtown Fairmont New Orleans will be an impressive new addition to Fairmont’s luxury portfolio, offering 250 luxury guest rooms, four food & drink venues, a rooftop pool with expansive views of the city, more than 19,000 square feet of function space, and a 10,000 square-foot spa. This property is destined to become an illustrious destination in the Central Business District, nearby the city’s renowned and historic French Quarter. - Process guest registrations, check-ins, check-outs, room assignments, and key issuance efficiently, accurately, and courteously. - Coordinate guest room billing, settle guest accounts, and adhere to all cashiering, credit, and financial procedures. - Block and assign rooms in the PMS, ensuring designated room requirements, preferences, and special requests are communicated and followed through. - Communicate hotel services, amenities, outlets, hours of operation, promotions, and special offerings clearly and confidently to guests. - Maintain complete knowledge of guest room types, layouts, bed configurations, décor, appointments, locations, and applicable room rates and packages. - Maintain awareness of daily house count, room availability, expected arrivals and departures, VIPs, special requests, and in-house guests. - Generate, print, review, and distribute daily and weekly operational reports as required. - Assist other Front Office departments and operational teams as needed to ensure a seamless guest experience.Royal Service & Guest Communications – Flex Duties - Serve as a telephone concierge, answering internal and external calls promptly and professionally while following established hotel telephone etiquette. - Process, log, and distribute incoming guest communications through email and digital messaging platforms, including Kipsu, in a timely and professional manner. - Receive, document, dispatch, and follow up on guest requests through Royal Service management software, ensuring requests are completed and guest satisfaction is confirmed. - Respond promptly and professionally to guest requests across all communication channels, anticipating needs and providing personalized service. - Handle In-Room Dining (IRD) order calls, utilize suggestive selling and upselling techniques, and coordinate with IRD and Culinary teams to facilitate accurate and timely delivery. - Transition seamlessly between Front Desk and Royal Service responsibilities based on scheduled flex duties, operational demands, and peak activity periods.Guest Relations & Service Recovery - Anticipate guest needs, acknowledge all guests warmly, and provide attentive, personalized service regardless of operational volume or time of day. - Maintain positive guest relations and demonstrate professionalism, discretion, and genuine hospitality in every guest interaction. - Respond to and resolve guest concerns and complaints promptly, utilizing appropriate service recovery techniques and escalating issues when necessary. - Document guest concerns, requests, and service recovery efforts accurately and ensure appropriate follow-up. - Build guest loyalty through personalized service, recognition of guest preferences, and active promotion and participation in the hotel's loyalty program. - Maintain awareness of in-house groups, meetings, events, VIP arrivals, and other activities that may impact the guest experience.Reservations & Administrative Support - Enter, update, confirm, and process room reservations, cancellations, modifications, and date changes in accordance with established reservation policies and procedures. - Enter group rooming lists as directed and coordinate with Sales, Conference Services, and other departments as required. - Assist guests with folio inquiries, billing questions, account adjustments, and other Front Office-related requests. - Maintain accurate documentation and records related to guest transactions, reservations, requests, and service recovery.Departmental Knowledge, Standards & Compliance - Maintain complete knowledge of and comply with all departmental policies, service procedures, brand standards, and operational requirements. - Maintain current knowledge of all hotel facilities, services, outlets, amenities, hours of operation, events, promotions, and daily offerings. - Maintain knowledge of emergency procedures, including appropriate response protocols and emergency services dispatch procedures. - Maintain a clean, organized, sanitary, and professional appearance of assigned work areas, including the Front Desk and Royal Service Office. - Protect guest privacy and confidentiality and appropriately safeguard guest information, belongings, hotel property, and financial information. - Demonstrate flexibility and willingness to assist with operational needs across Front Office and other hotel departments as directed by management. - Perform other job-related duties and responsibilities as assigned. - High school graduate or equivalent vocational training certificate. - Previous experience as a Front Desk Agent, Royal Service Agent, or Guest Relations role in a luxury hospitality environment preferred. - Computer literate in Microsoft Windows and Office Applications.Knowledge of Opera Property Management System (PMS) and PBX / telephone switchboard operating systems. - Fluency in English (verbal and written); second language fluency (preferably Spanish) is an asset. - Suggestively sell and up-sell hotel services, packages, and In-Room Dining options. - Perform job functions with attention to detail, speed, and accuracy. - Prioritize, organize, remain calm, and resolve problems/complaints using sound judgment in a fast-paced environment. - Work cohesively as part of a team with minimal supervision. - Work cohesively as part of a team with minimal supervision. - Maintain confidentiality of guest information and pertinent hotel data. - Work a flexible and varied schedule based on business levels and market demand All your information will be kept confidential according to EEO guidelines.