Guest Relation Agent

Job description / Role

Company description

Fairmont Amman offers travelers and residents of Amman luxury accommodations in 317 spacious guest rooms and suites, including Fairmont Gold, the hotel's exclusive hotel within a hotel. With a modern, beautiful architectural design and stunning interiors, we make use of the finest wood and marble, and our rooms and hotel interiors combine classic luxury with contemporary design, all housed in spacious rooms of at least 42 square meters or more.

Job description

• Reporting to the Front Office Manager, the Guest Relation Agent is primarily responsible for ensuring we provide the highest level of guest service to all our guests. The Guest Service Agent will greet arriving guests, settle their accounts, and offer assistance throughout the duration of their stay.
• Demonstrates that all Front Office Standard Operating policies and procedures are performed in all interactions.
• Provides a warm welcome and assists guests according to Fairmont Hotels & Resorts brand standards.
• Remains observant and responds to each guest who approaches the reception/front desk.
• Is an ambassador of Fairmont Hotels & Resorts by providing an excellent first impression.
• Maintains a perpetual presence on the reception/front desk throughout the hours of the shift.
• Greets all guests courteously, using the guest's name whenever possible.
• Follows hotel's telephone etiquette standards.
• Enrollment of new loyalty members and updates certificate maintenance when applicable.
• Drives rate and RevPAR through up-selling room brand.
• Adheres to and promotes the company's health and safety policies to ensure a safe work environment and is knowledgeable of all safety and emergency procedures.
• Assists with other responsibilities and duties in the absence of a team member or other tasks assigned by the manager.
• Follows all policies and procedures ascertained by the hotel.

Qualifications

• Proficient in the English language (verbal and written); a second language is an asset.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collected.
• Must be flexible in terms of working hours.
• A hospitality diploma is an asset.
• Knowledge of computerized Front Office systems required with emphasis on Micros-Fidelio based programs and Windows; MS Office Suite is an asset.
• Prior experience in customer service is an asset.
• Must have the ability to handle cash effectively and accurately.

Additional information

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.