Agent, Front Office (Full Time)

Fairmont; Hawaii; On-site; USD 34,000 - 44,000; Full time

Benefits offered by this job

Premium medical coverage

Employer-paid life and accidental ins.

401(k) with matching

11 paid holidays + 10 vacation days

50% hotel dining discounts

30% discounts at Fairmont Store

30% Spa Without Walls discounts

Travel Program with Accor discounts

Complimentary meals in employee dining

Job summary

Fairmont Orchid on Hawai‘i Island is seeking a guest-focused Agent to welcome guests, handle check-in/check-out, and ensure a memorable stay. You will coordinate with departments to fulfill requests, maintain guest histories, and recognize VIPs with personalized service.

Join a luxury hospitality team that values aloha spirit, collaboration, and exceptional guest experiences. Competitive benefits and growth opportunities are available for those delivering superior service.

Qualifications

• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• English proficiency in reading, writing and speaking.
• Knowledge of additional languages is advantageous.
• Ability to work cohesively and collaboratively within a team.
• Detail oriented with a service mindset and self-motivation.

Responsibilities

• Assist guests with check in and checkout, as well as other cashiering duties.
• Review arrival lists and prepare compendiums prior to guests’ arrival and check-into system if necessary.
• Welcome guests on arrival, register and issue room keys according to standards.
• Ensure members receive benefits; recognize and service VIPs; send welcome cards to rooms.
• Liaise with departments to meet guest requests and needs.
• Update and maintain repeat guest history system.
• Promote hotel facilities and services to maximize revenue.
• Handle guests’ complaints and comments tactfully and efficiently.
• Manage guests’ mails, messages and phone calls.
• Maintain privacy of guest details and confidentiality.
• Monitor in-house credit matters and flag discrepancies.
• Report suspicious persons or items to Security/Duty Manager.
• Maintain knowledge of food & beverage services, outlets and hotel features.
• Attend briefings, trainings and management-directed sessions.
• Be familiar with hotel fire and life safety procedures.
• Maintain high personal appearance and hygiene standards.
• Perform other duties as assigned by Management.

Skills

Guest focus

English proficiency

Multilingual advantage

Teamwork

Detail oriented

Guest service commitment

Self-motivation

Tools

Opera PMS

MS Office

Job description

Company Description

Explore limitless possibilities, dreams and adventures on Hawai’i Island as you blaze a trail for a rewarding career in hospitality. Embrace our passion for Hawai’i’s heritage, culture and traditions with amazing career opportunities that await you in paradise. Journey into a luxury oasis where the aloha spirit comes alive.

Fairmont Orchid is an award-winning luxury resort located on the majestic Kohala Coast of Hawai‘i Island. Immerse yourself in an authentic Hawaiian experience, surrounded by 32 oceanfront acres of lush tropical gardens, cascading waterfalls and a tranquil white sand beach and lagoon. Hawai‘i’s warmth and serenity are reflected throughout the design of our family-friendly hotel accommodations with spacious guest rooms, suites and the exclusive Fairmont Gold concierge floor.

Resort amenities include our Spa Without Walls, a 10,000-square-foot oceanfront pool, cultural activities, onsite restaurants, access to world-class golf, a 24/7 fitness center and a 10-court tennis pavilion. Inspired by culture, well-being and genuine aloha, Fairmont Orchid welcomes you to experience authentic Hawai‘i.

What is in it for you

*benefit available for fulltime or part time employees while being a part of the Fairmont Orchid ‘Ohana

• Premium preferred provider medical/drug/vision benefits at competitive prices*
• We put you first & value you with employer paid coverage for group life and accidental insurance coverage ($7,500) + Coverage is available for your ‘ohana!*
• We believe that hospitality has the power to unlock a better tomorrow with our 401(k)/retirement saving plan & matching program.
• Don’t just live in the moment – own your moment with 11 paid holiday/personal days per year + 10 days of paid vacation that begin accruing immediately*
• We go the extra mile by offering 50% discounts at hotel restaurants, 30% discount on retail items at our Fairmont Store & 30% discount of services offered in our Spa Without Walls.
• We are globetrotters taking advantage of our Travel Program with employee discounts at Accor properties + Friends & Family rates (5,000+ hotels worldwide)*
• Complimentary meals in our employee dining facility

Job Description

First impressions are everything! As an Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

What you will be doing

• Assist guests with check in and checkout, as well as other cashiering duties
• Review arrival lists and prepare compendiums prior to guests’ arrival and check-into system if necessary
• Welcome guests on arrival, register and issue room keys according to departmental standards and procedures
• Ensure that members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival
• Liaise closely with other relevant departments to ensure that guests requests and needs are met
• Update and maintain repeat guest history system
• Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue
• Handle guests’ complaints and comments tactfully and efficiently
• Handling guests’ mails, messages, and answering of phone calls
• Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed
• Be vigilant in regard to in-house credit matters and act upon any discrepancies
• Alert Security or Duty Manager of suspicious looking person(s) / articles
• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
• Attend all briefings, meetings and trainings as assigned by management
• Be well versed in hotel fire & life safety/emergency procedures
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the Management of the Hotel

Qualifications

Your experience and skills include:

• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage (‘Olelo Hawai’i/Ilocano/Tagalog)
• Ability to work cohesively and collaboratively as part of a team
• Detailed & service oriented with an eye for detail to be self-motivated and energetic.
• Recognized commitment to Guest Service and exceeding guest expectations
• Self-motivation and organizational skills with the initiative and ability to complete projects in a timely manner and proven ability to work under pressure
• An operational knowledge and proficiency in Property Management System (Opera) and Microsoft Office (Word, Excel, PowerPoint)

Additional Information

Hourly Rate

$29.24 USD

Visa Requirements

Applicants must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.

Your team and working environment

Join a collaborative team dedicated to delivering exceptional luxury experiences. You will work alongside passionate Heartists who support one another, anticipate guest needs, and bring our commitment to Make Special Happen to life every day.

Our commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

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/

About Fairmont Hotels & Resorts

At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you’ll find exceptional work opportunities – throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific – as well as industry leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotel that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleague with fairness & dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award – winning Green Partnership Program. An exciting future awaits!

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

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#AlohaOrchid