Job Description
- Consistently provide professional, warm, engaging, and personalized service to all guests.
- Welcome every guest entering or departing the hotel with enthusiasm and professionalism.
- Assist all arriving and departing guests with luggage and personal belongings.
- Escort guests to their guestrooms while providing a personalized orientation to room features, hotel amenities, and available services.
- Ensure guests are comfortable operating room features including climate controls, lighting, technology, and other in-room amenities.
- Deliver luggage, guest amenities, packages, messages, and other requested items promptly and accurately.
- Assist guests during the check-in and check-out experience by coordinating with the Front Office team.
- Maintain a visible presence at the hotel entrance and lobby to proactively assist guests.
- Assist guests departing by vehicle in coordination with the Door and Valet team to provide a seamless arrival and departure experience.
- Safely transport, store, and retrieve guest luggage while maintaining accurate luggage storage records.
- Ensure the security and proper handling of all guest belongings at all times.
- Respond promptly to guest requests and provide information regarding hotel facilities, services, dining outlets, transportation, and local attractions.
- Work closely with the Concierge team to assist guests with directions, recommendations, transportation arrangements, and local information.
- Maintain effective communication with Front Office, Concierge, Housekeeping, Engineering, Security, and other hotel departments to fulfill guest requests efficiently.
- Observe the hotel entrance, lobby, and surrounding areas for safety and security concerns and immediately report suspicious activity to Security.
- Handle guest concerns promptly and professionally, escalating issues to leadership when appropriate.
- Support special events, VIP arrivals, and group check-ins/check-outs.
- Participate in daily pre-shift meetings and remain informed of hotel events, VIP arrivals, group movements, and operational updates.
- Maintain cleanliness and organization of the bell stand, luggage storage areas, and surrounding work areas.
- Follow all Fairmont policies and procedures, health and safety standards, Forbes Travel Guide standards, and Leading Quality Assurance (LQA) service standards.
- Participate in service audits, quality assurance initiatives, and continuous improvement efforts.
- Maintain regular attendance and punctuality in accordance with hotel scheduling requirements.
- Maintain professional appearance and grooming standards, including proper uniform and name tag.
- Assist other Front Office colleagues during periods of high business volume.
- Assist with lobby organization and presentation throughout the day.
- Participate in ongoing training and departmental meetings.
- Perform additional duties as assigned by management.
- Service focused personality is essential; customer related experience an asset
- Ability to work well under pressure in a fast paced environment
- Excellent communication skills and a professional presentation
- Ability to work cohesively with fellow colleagues as part of a team
- Must be available to work a variety of shifts, including mornings, evenings, overnights, weekends, holidays.
- Fluent in English
All your information will be kept confidential according to EEO guidelines.