Front Desk Agent

Company Description

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.

• 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.

• 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.

• 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…