Agent, Front Office (Full Time)

About the role

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.

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
• Handle 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

Requirements

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

Benefits

• Premium preferred provider medical/drug/vision benefits at competitive prices (available for full-time or part-time employees)
• Employer-paid group life and accidental insurance coverage ($7,500) plus coverage available for your ‘ohana
• 401(k)/retirement savings plan & matching program
• 11 paid holiday/personal days per year plus 10 days of paid vacation that begin accruing immediately
• 50% discounts at hotel restaurants, 30% discount on retail items at our Fairmont Store, and 30% discount on services offered in our Spa Without Walls
• Employee discounts at Accor properties (5,000+ hotels worldwide) plus Friends & Family rates
• Complimentary meals in our employee dining facility

Pay

Hourly Rate: $29.24 USD

About the company

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. Resort amenities include 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.

At Fairmont Hotels & Resorts, we offer our guests the finest hospitality experience in each of our destinations. Our teams are guided by values of Respect, Integrity, Teamwork, and Empowerment, employing the highest ethical and quality standards while treating all colleagues with fairness and dignity. Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership Program.