Guest Relations Agent – Luxury Hotel

About the role

The Guest Relations Agent is the first point of contact for guests at Fairmont Amman, delivering the brand’s high‑standard service throughout the stay.

Key responsibilities

• Greet arriving guests, provide a warm welcome and use their names whenever possible.
• Settle guest accounts, handle cash transactions accurately and process payments.
• Enroll new loyalty members and maintain certificate records.
• Upsell room categories to drive rate and RevPAR.
• Maintain presence at the Reception/Front Desk throughout the shift and respond promptly to guest inquiries.
• Follow Front Office Standard Operating Procedures and telephone etiquette.
• Promote health and safety policies and act according to emergency procedures.
• Assist with additional duties or cover for team members as assigned by the manager.

Required profile

• Fluent in English (verbal and written); additional language is a plus.
• Ability to work in a fast‑paced, ever‑changing environment while remaining calm.
• Flexible availability for varying shift patterns.
• Hospitality diploma or related education is an asset.
• Prior experience in customer service or front‑office roles is advantageous.
• Accurate cash handling skills.

Required skills

• Proficiency with Micros‑Fidelio or similar front‑office reservation systems.
• Competence in using Windows operating system.
• Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook).