Front Desk Agent

Accor · New Orleans

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.

Job Description

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.

Royal Service & Guest Communications – Flex Duties

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.

Guest Relations & Service Recovery

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.

Reservations & Administrative Support

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 related to guest transactions, reservations, requests, and service recovery.

Departmental Knowledge, Standards & Compliance

Maintain complete knowledge of and comply with all departmental policies, service procedures, brand standards, and operational requirements.
Maintain current knowledge of all hotel facilities, services, outlets, amenities, hours of operation, events, promotions, and daily offerings.
Maintain knowledge of emergency procedures, including appropriate response protocols and emergency services dispatch procedures.
Maintain a clean, organized, sanitary, and professional appearance of assigned work areas, including the Front Desk and Royal Service Office.
Protect guest privacy and confidentiality and appropriately safeguard guest information, belongings, hotel property, and financial information.
Demonstrate flexibility and willingness to assist with operational needs across Front Office and other hotel departments as directed by management.
Perform other job-related duties and responsibilities as assigned.

Qualifications

High school graduate or equivalent vocational training certificate.
Previous experience as a Front Desk Agent, Royal Service Agent, or Guest Relations role in a luxury hospitality environment preferred.
Computer literate in Microsoft Windows and Office Applications.Knowledge of Opera Property Management System (PMS) and PBX / telephone switchboard operating systems.
Fluency in English (verbal and written); second language fluency (preferably Spanish) is an asset.
Suggestively sell and up-sell hotel services, packages, and In-Room Dining options.
Perform job functions with attention to detail, speed, and accuracy.
Prioritize, organize, remain calm, and resolve problems/complaints using sound judgment in a fast-paced environment.
Work cohesively as part of a team with minimal supervision.
Work cohesively as part of a team with minimal supervision.
Maintain confidentiality of guest information and pertinent hotel data.
Work a flexible and varied schedule based on business levels and market demand

Additional Information

All your information will be kept confidential according to EEO guidelines.

More jobs at Accor · Food & Hospitality jobs in Fairmont New Orleans Opening November 2