RESPONSIBILITIES

• Check guests in and out of the hotel with warm and engaging service
• Highly organized, results-oriented with the ability to be flexible and work well under pressure in a fast-paced, changing environment
• Energetic individual who is able to prioritize to complete many diverse tasks concurrently
• Sophisticated communication skills, both written and verbal
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Computer literate in Microsoft Window applications and PMS experience required
• Highly responsible & reliable with strong interpersonal skills, taking responsibility for any guest inquiries and possess strong problem solving skills to resolve any guest issues
• Ability to work cohesively with fellow colleagues as part of a team, as well as independently
• Must possess a professional presentation
• Must be flexible in terms of working hours, including overnights
• Must have the ability to handle cash effectively and accurately
• Be fully versed and competent in all aspects of front office operations and provide the highest levels of professional, prompt and discreet guest service
• Promote and recommend the use of the hotel outlets and the spa
• Assist in the coordination and blocking of rooms for incoming group and tour arrivals
• Other duties as assigned

All duties will be performed in accordance with The Fairmont Empress’

Commitment to luxury service standards

QUALIFICATIONS

•   A minimum of one year recent (in the last five years) as a guest agent in a luxury environment
       demanding a similar standard of guest/customer service or a minimum of one year recent (in the
       last five years) experience in a luxury front of house position with direct continuous
       guest/customer contact demanding a similar high standard of guest/customer service. A degree or
       diploma in hospitality may be considered in lieu of six (6) months of the required experience
•   Proven ability to work well independently with minimal supervision
•   Excellent communication and interpersonal skills
•   Demonstrated ability to provide excellent service and exceed expectations
•   Ability to effectively solve problems and make decisions
•   Proficient in English language, both verbal & written, with a second language being
      an asset
•   Must be able to handle a multitude of tasks in an busy, dynamic environment while
      remaining calm and collected
•   Must be available to work flexible hours including overnight shifts
•   Knowledge of computerized Front Office systems required with emphasis in Microsoft   Window applications and PMS
•   Must have the ability to handle cash effectively and accurately
•   Impeccable grooming and presentation
•   A hospitality diploma is an asset
•   Physical ability to perform the requirements of the job, including:
  • Standing for extended periods of time
  • Performing repetitive tasks
  • Lifting and carrying heavy loads

NOTE: The position of Guest Agent is physically demanding. The successful applicant must be physically capable of performing repetitive work, as well as lifting and carrying heavy loads. Must be able to stand for long periods of time (up to 8 hours).