Guest Services Agent

About the Role

Provide warm, professional, and engaging service consistent with Fairmont luxury standards. Serve as a knowledgeable resource for hotel services, amenities, local attractions, dining, transportation, and special events.

Responsibilities

• Respond to guest inquiries, requests, and concerns promptly and effectively, ensuring complete resolution and follow-up.
• Build positive relationships with guests by anticipating needs and creating personalized experiences.
• Coordinate with Housekeeping, Engineering, Food & Beverage, Security, and other departments to ensure flawless guest experiences.
• Accurately document guest requests, preferences, and service recovery efforts.
• Handle challenging situations with professionalism, discretion, and sound judgment.
• Maintain a thorough knowledge of hotel policies, procedures, promotions, and services.
• Support operational excellence by adhering to all safety, security, and service standards.
• Contribute to the achievement of departmental service goals, guest satisfaction scores, and hotel performance objectives.
• Uphold the highest levels of integrity, confidentiality, professionalism, and guest care.

Requirements

• Minimum one (1) year of customer service, hospitality, luxury retail, or hotel experience preferred.
• Previous experience in a luxury hotel, guest relations, front office, concierge, or hospitality environment is an asset.
• Exceptional verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport with diverse guests and colleagues.
• Excellent organizational and time-management capabilities with strong attention to detail.
• Ability to prioritize multiple tasks while maintaining composure in a fast-paced environment.
• Proven problem-solving skills and the ability to make sound decisions independently.
• Proficiency in Microsoft Office applications; experience with hotel property management systems is preferred.
• Flexible schedule availability, including evenings, weekends, holidays, and special events.
• Fluency in additional languages is a plus.

Physical Requirements

• Ability to stand and walk for extended periods, up to eight (8) hours per shift.
• Ability to frequently lift, carry, push, or pull up to 30 pounds and occasionally up to 50 pounds.
• Ability to work efficiently in a fast-paced environment with continuous movement and guest interaction.
• Ability to reach, bend, stoop, and perform repetitive motions as required by operational needs.

Benefits

• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Learning programs through our Academies designed to sharpen your skills.
• Ability to make a difference through our Corporate Social Responsibility activities.
• Career development opportunities with national and international promotion opportunities.

Pay

$32.20 USD gross per hour.