Accor
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At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.
First impressions are everything! Your engaging smile and personality are the essence of a great Overnight Front Office Agent with Fairmont. As you personally greet our Guests and assist them throughout the day, you will be empowered to deliver on our mission of "Make Special Happen” for our guests.
Consistently offer professional, friendly, and engaging service
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 Front Desk and the Mobile Check-In Station
Acts as Lobby Ambassador of Fairmont Hotels & Resorts by providing an excellent first impression and engaging with guests in the Lobby
Ensures that the entire Front Office and the surrounding areas including Lobby, Concierge, and Front Desk is continuously clean and tidy
Is an ambassador of Fairmont Hotels & Resorts by providing an excellent first impression
Maintains a perpetual presence at the Reception Desk throughout the hours of the shift
Greets all guests courteously, using the guest’s name whenever possible
Checks guests in and out of the hotel in a friendly and efficient manner at the Front Desk and at the Mobile Check-In Station
Assists the guests with any comments or questions during their stay
Resolves guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner
Makes recommendations for activities and restaurants, specifically promoting in-house hotel amenities and venues
Ensure guest satisfaction by responding to all guest inquiries with accurate information and positive attitude
Assists with luggage and transportations inquiries
Drives rate and RevPar through upselling room types
Enrolls guest to Accor Live Limitless loyalty program and updates profiles when applicable
Handle cash, credit card, and other billing transactions such as posting room and dining charges on ledger
Maintain cleanliness, safety and order in all work areas and reports any deficiencies to Supervisor
Contacts guests via preferred method in the lobby, dining area, or other parts of property
Be familiar with hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction
To be familiar with Fairmont Century Plaza, all the facilities and services offered
Follow all safety and sanitation policies
Other duties as assigned
Months 1-9: $28.60/hour
Months 10-18: $33.98/hour
After 18 months: $37.75/hour (full contract rate)
This position is covered by a collective bargaining agreement with UNITE HERE Local 11. New hires start on a progressive pay scale and move to full scale after 18 months. Union benefits apply per the agreement.
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH
Scheduled based on Seniority and Business Demands
Fluent spoken and written English
Ability to communicate fluently with our guests and associates
Must be able to handle a multitude of tasks in a fast-paced, ever-changing environment
Ability to focus attention on guest needs, remaining calm and courteous at all times
Previous PMS experience an asset
Computer literate in Microsoft Window applications an asset
Must be able to type 25 words per minute
Must possess a professional presentation
Must be flexible in terms of working hours
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to work well under pressure in a fast paced environment
Ability to research and investigate information to enable strategic decision-making
Ability to work cohesively with fellow colleagues as part of a team
Ability to use various computer software
Ability to handle cash effectively and accurately
Hospitality Diploma is an asset
Minimum of two year’s work experience in relevant discipline beneficial
Minimum of one year’s work experience as a Front Desk Agent beneficial
Ability to be observant with meticulous attention to detail
Ability to follow instruction and work quickly and thoroughly
Ability to think through situations in a rational manner while under pressure
Logical and structured thinking, balancing budgetary and guest’s needs
Ability to see the bigger picture and possible repercussions of decisions
Ability to walk, stand, kneel and bend for up to 8 hours a day
Ability to work under pressure and stress
Ability to work at a fast pace
What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House,” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.
This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.
Visa Requirements: Must provide proof of eligibility to be employed in the United States of America.
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.
Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D
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. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
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