Front Desk Agent - Full Time
Fairmont Hotels & Resorts
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Benefits offered by this job
Job summary
Fairmont Hotel Vancouver is seeking a Front Desk / Guest Agent to welcome guests and deliver exceptional service from arrival to departure. You will work within a luxury setting, ensuring accurate check-in/out, reservations verification, and personalized assistance throughout the guest journey.
Responsibilities include maintaining guest records, handling transactions, supporting service recovery, and collaborating with Housekeeping for seamless operations.
Qualifications
- Previous customer service experience in hospitality or related service
- Front Office or luxury hotel experience is an asset
- Experience with a PMS (Opera Cloud) is preferred
- Strong communication in English, both spoken and written
- Professional appearance and demeanor in luxury hospitality
Responsibilities
- Deliver professional, friendly, and personalized service to guests and colleagues
- Check-in, check-out, and account settlement with accuracy and efficiency
- Verify reservations, guest information, room assignments, and payment details
- Respond to guest requests and concerns with professionalism and urgency
- Support service recovery and escalate issues to ensure guest satisfaction
- Maintain accurate guest records and documentation in hotel systems
- Process cash, card, and other payments following cash-handling procedures
- Promote hotel facilities, loyalty programs, and special offers
- Collaborate with Housekeeping and other departments for smooth operations
- Maintain a welcoming, organized Front Office environment
- Participate in training, meetings, and service excellence initiatives
Skills
Tools
Job description
Experience the magic of working at Fairmont Hotel Vancouver, a timeless Vancouver landmark known as the ‘Castle in the City’. With its majestic chateau-style architecture, copper green roof, and historic gargoyles, this stunning hotel has been captivating visitors since 1939. Located in the heart of downtown Vancouver on prestigious Georgia Street, the hotel is surrounded by a dynamic arts scene, vibrant shopping, exciting nightlife, and world-class dining. Join our cherished team, and be part of an unforgettable hospitality experience. You’ll help create lasting memories for our guests in a setting that’s as exceptional as you are!
Experience the magic of working at Fairmont Hotel Vancouver, a timeless Vancouver landmark known as the ‘Castle in the City’. With its majestic chateau-style architecture, copper green roof, and historic gargoyles, this stunning hotel has been captivating visitors since 1939. Located in the heart of downtown Vancouver on prestigious Georgia Street, the hotel is surrounded by a dynamic arts scene, vibrant shopping, exciting nightlife, and world-class dining. Join our cherished team, and be part of an unforgettable hospitality experience. You’ll help create lasting memories for our guests in a setting that’s as exceptional as you are!
First impressions are everything. As a Guest Agent, you are the face of Fairmont Hotel Vancouver, creating memorable experiences from the moment guests arrive until their departure. As a key member of our Front Office team, you will deliver warm, personalized, and efficient service while ensuring every guest feels welcomed, valued, and cared for.
- An inclusive, empowering, and positive workplace culture where people are at the heart of everything we do
- The opportunity to work alongside passionate hospitality professionals who are committed to creating exceptional guest experiences
- Competitive pay, starting at $26.99 per hour, with the potential to increase to $33.74 per hour after successful completion of the probationary period
- Complimentary meals during your shift through our Colleague Dining Program
- Comprehensive benefits package including health, paramedical, dental, vision, life, and disability insurance for eligible colleagues
- Company-matched pension plan and the option to enroll in the Group Registered Retirement Savings Plan for eligible colleagues
- Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at participating dining destinations in Vancouver, Victoria, and Whistler
- Travel reimbursement for a TransLink monthly pass
- Complimentary hotel stay for newly hired colleagues with breakfast for two through our BE OUR GUEST program
- Colleague benefit card offering discounted room and food & beverage rates at Accor properties worldwide for you and your family
- The opportunity to work in a luxury hotel environment within a historic Vancouver landmark dating back to 1939
- Learning and development opportunities through our Academies and training programs
- Opportunities to contribute through our Corporate Social Responsibility initiatives
As a Guest Agent, you will be responsible for delivering exceptional service throughout the guest journey, including:
- Providing professional, friendly, and personalized service to guests and colleagues in alignment with Fairmont service standards
- Welcoming guests and completing check-in, check-out, and account settlement procedures accurately and efficiently
- Verifying reservations, guest information, room assignments, payment details, and registration requirements
- Responding to guest requests, inquiries, and concerns with professionalism, urgency, and care
- Supporting service recovery efforts and escalating concerns when appropriate to ensure guest satisfaction
- Maintaining accurate guest records, profiles, and documentation within hotel systemsThe line above accidentally closed a tag. Correction:
- Processing cash, credit card, debit card, currency exchange, and billing transactions accurately while following cash-handling procedures
- Promoting hotel facilities, amenities, loyalty programs, and special offers while identifying opportunities to enhance the guest experience
- Collaborating with Housekeeping and other departments to support smooth operations and seamless guest experiences
- Maintaining a welcoming, organized, and professional Front Office environment
- Participating in training programs, departmental meetings, briefings, and service excellence initiatives
- Supporting hotel safety standards, policies, and procedures at all times
- Previous customer service experience in hospitality, tourism, retail, or another service-focused environment
- Previous Front Office or luxury hotel experience is considered an asset
- Experience with a Property Management System (PMS), such as Opera Cloud, is preferred
- Strong communication skills with the ability to communicate effectively in English, both verbally and in writing
- Additional language skills are considered an asset
- A genuine passion for creating memorable guest experiences
- The ability to remain calm, professional, and solution-focused in challenging situations
- Strong attention to detail, organization, and accuracy
- Ability to prioritize multiple tasks in a fast-paced environment
- Professional appearance and demeanor consistent with luxury hospitality standards
- Ability to work independently while contributing positively as part of a team
- Reliable, dependable, and committed to delivering exceptional service
- Basic computer skills and confidence using hotel systems and office technology
- Ability to maintain confidentiality and handle guest information with discretion
This position requires flexibility to work a variety of shifts, including early mornings, late nights, overnight shifts, weekends, and holidays. Physical requirements include:
- Standing and walking for extended periods throughout the shift
- Frequent use of computers and office equipment
- Occasional lifting, carrying, pushing, or pulling items up to 10 kg (22 lbs.)
- Ability to respond effectively during emergency situations and support operational need
Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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 Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
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