Front Desk Agent – Luxury Guest Experience

Fairmont Hotels & Resorts; Hawaii; On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Flexible schedule

Medical, Vision, Dental

Employer life insurance

401(k) with match

Paid holidays & vacation

Employee discounts

Travel program

Free meals

Job summary

Fairmont Orchid, a luxury resort on Hawai’i Island, seeks a friendly Guest Services Agent to greet guests, check them in and out, and ensure a memorable stay.

You will coordinate with departments, maintain guest history, and promote on-site facilities while upholding privacy and security. The role requires excellent English, strong teamwork, and the ability to stay calm under pressure in a luxury hospitality setting.

Qualifications

• 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).

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 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.

Skills

Guest service

English proficiency

Teamwork

Communication

Multilingual

Detail oriented

Organization

Opera PMS

Microsoft Office

Tools

Opera PMS

Microsoft Office

Job description

Fairmont Orchid, a luxury resort on Hawai’i Island, seeks a friendly Guest Services Agent to greet guests, check them in and out, and ensure a memorable stay.

You will coordinate with departments, maintain guest history, and promote on-site facilities while upholding privacy and security. The role requires excellent English, strong teamwork, and the ability to stay calm under pressure in a luxury hospitality setting.