Guest Relations Agent

About the role

Fairmont Amman offers luxury accommodation in Amman, with 317 guest rooms and suites including Fairmont Gold, an exclusive hotel within a hotel. Reporting to the Front Office Manager, the Guest Relations Agent ensures the highest level of guest service, greets arriving guests, settles their accounts and assists them throughout their stay. The agent must follow all Front Office standard operating policies and procedures and act as an ambassador of the Fairmont brand.

Key responsibilities

• Provide a warm welcome and assist guests according to Fairmont brand standards, greeting everyone courteously and using their name whenever possible.
• Stay present at the reception/front desk during shift hours and respond promptly to guests approaching the desk.
• Follow telephone etiquette standards and enroll new loyalty members and update certificates where applicable.
• Drive rate and RevPAR through up-selling room brands.
• Follow health and safety policies and know safety and emergency procedures.
• Assist with other duties when a team member is absent or when assigned by the manager.

Required profile

• Proficiency in English, spoken and written; a second language is an asset.
• Able to handle many tasks in an intense, changing environment while staying calm and collected.
• Flexible regarding working hours.
• Ability to handle cash effectively and accurately.
• Prior customer service experience is an asset.

Required skills

• Knowledge of computerized front office systems is required.
• Emphasis on Micros-Fidelio-based programs; knowledge of Windows and the MS Office suite is an asset.
• Hospitality diploma is an asset.