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Guest Services Representative

2 months ago

Santa Monica, California, United States AccorHotels Full time
Company Overview
For over 95 years, Fairmont Royal York has been a distinguished landmark in Toronto.

Since its inception in 1929, it has been a symbol of elegance, originally housing 1,048 rooms, a concert hall, library, extensive bakery, radio station, and even a hospital.

Today, this iconic downtown establishment has undergone a significant multi-million dollar renovation, transforming its lobby, accommodations, dining options, event venues, and Fairmont Gold – an exclusive luxury experience within the hotel.

A new chapter has begun for Fairmont Royal York.
Role Overview
As a Front Desk Agent, you will play a vital role in creating an exceptional experience for our guests. Your responsibilities will include:

- Delivering efficient and friendly service to assist guests with registration and check-out, while embodying the company’s values.
- Ensuring prompt and effective service delivery in a welcoming manner.
- Managing the check-in and check-out processes in accordance with established standards and policies.
- Handling incoming calls professionally.
- Monitoring special rates and billing arrangements for guests.
- Addressing guest concerns promptly to maintain the highest level of satisfaction.
- Preparing for VIP and loyalty member arrivals to guarantee a seamless check-in experience.
- Coordinating the storage and delivery of guest mail, messages, and packages, including their monitoring and distribution.
- Keeping the front desk organized, tidy, and compliant with safety protocols.
- Ensuring the front desk is well-stocked with necessary materials.
- Maintaining a professional appearance in line with hotel grooming standards.
- Communicating guest feedback to the Assistant Front Office Manager or Manager on Duty.
- Familiarizing yourself with fire and emergency procedures.
- Performing additional responsibilities related to the Front Office as required.

Qualifications
- Previous experience in front desk or reception roles is highly desirable.
- Strong communication skills are essential.
- Familiarity with Microsoft Windows XP is beneficial.
- Knowledge of Micros PMS/Opera is an asset.
- Proficiency in the English language is required.
- A degree or diploma in Hotel/Hospitality is advantageous.
- Availability for shift work, including weekends and holidays.
Physical Requirements
- Ability to stand and walk for extended periods.
- Frequent lifting and carrying of items up to 30 lbs.
- Constant kneeling, pushing, pulling, and lifting.
- Regular ascending or descending of stairs and ramps.
Additional Information
- Visa Requirements: Proof of eligibility to work in Canada is mandatory.
Job Benefits:
- Complimentary meals in our staff cafeteria during shifts.
- Exclusive discounts at Accor branded properties worldwide with our colleague benefit card.
- Free dry-cleaning services for work attire.
- Tailored learning programs to enhance your skills and talents.

- Opportunities to contribute meaningfully through our Corporate Social Responsibility initiatives, including our Sustainability Committee and Diversity, Equity & Inclusion (DEI) Committee.

Career advancement opportunities are abundant, with pathways leading to national and international promotions.

- Access to a comprehensive benefits package, including extended health, dental, and vision benefits; life and disability insurance; pension with company match; and a Registered Retirement Savings Program (RRSP) and Tax-Free Savings Account (TFSA) for salaried roles.