Front Office Agent (F/M/X)

Company Description

Fairmont La Hacienda will offer guests one of the most exclusive resorts in southern Spain.

Situated on the San Roque coast, in a unique and privileged enclave near Sotogrande, it features a luxurious 5-star hotel and branded residences, showcasing breathtaking sea views.

Guests at Fairmont La Hacienda will indulge in a luxury resort experience with access to pools, a spa, fitness facilities, a grand ballroom, and flexible meeting spaces.

Surrounded by two of southern Europe's most renowned golf courses, the hotel provides an exclusive retreat for golf enthusiasts, beach lovers, and discerning travelers. 

Job Description

As a Front Office Agent at Fairmont La Hacienda, you will be the distinguished first point of contact for our valued guests. Your responsibilities include managing reservations, warmly welcoming guests, and ensuring a seamless experience from the time they check-in until they check-out. You will provide detailed information about our exquisite amenities and services, handle guest inquiries with grace, and address any concerns promptly. Your role is crucial in maintaining the hotel's impeccable standards and enhancing our guests' overall experience, ensuring they feel pampered and valued throughout their stay. 

Responsibilities 

• Greet and welcome guests with warmth and professionalism using the Guest’s name whenever possible. 

• Resolves guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner. 

• Demonstrates that all Front Office Standard Operating Policies and Procedures are performed in all interactions. 

• Manage reservations, ensuring accurate check-in and check-out procedures. 

• Provide detailed information about hotel amenities and services. 

• Handle guest inquiries and resolve any issues promptly. 

• Promote and upsell hotel services, packages, and loyalty programs. 

• Maintains a perpetual presence on the Reception Desk throughout the hours of the shift. 

• Coordinate with other departments to ensure seamless guest experiences. 

• Maintain the reception area, ensuring it is clean and organized. 

• Handle billing and payment processes accurately. 

• Assist with special requests and arrangements for guests. 

• Ensure guest privacy and confidentiality at all times. 

• Conduct regular training and meetings with the reception team. 

• Monitor and manage office supplies and equipment. 

• Address any maintenance or repair needs promptly. 

• Maintain a positive and professional demeanor at all times. 

• Ensure compliance with hotel policies and procedures. 

Qualifications

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions: 

• Strong communication skills, both verbal and written. 

• Dynamic can-do attitude. 

• Strong analytical skills and attention to detail. 

• Presents a professional and polished appearance. 

• Effectively deal with guests and other team members. 

• Possessing the trait of being organized and capable of multi-tasking. 

• Ability to complete work within given deadlines. 

• Maintain confidentiality of proprietary information and protect company assets. 

• Available to work on shifts, including weekends.  

• Post-secondary education in Hospitality or equivalent is a plus.  

• Strong team player. 

• Highly organized, results-oriented, and able to work well under pressure.  

• Creative and Driven: Possess a creative mindset with a desire to learn and grow.  

• Tech-Savvy: Proficient in Microsoft Windows applications and Opera PMS. 

Physical Demands 

• This position requires the ability to focus attention on guest needs, remaining calm and courteous. Occasional standing, walking and carrying luggage. 

• Perform other reasonable job duties as requested. 

Required Education and Experience 

• Post-secondary education in Travel and Tourism or equivalent is a plus. 

• Minimum 2 years of Front Office experience. 

Additional Information

What is in it for you:

• Competitive Salary and Benefits
• Discounted hotel rooms and food and beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• Opportunity to develop your talent and grow within your property and across the world!