Front Desk Agent (Russian Speaker)

Job Description • Execute the daily functions of arrival and departure for guests in a manner keeping with the Fairmont Service Promise and the guests. • Adheres to and executes all job task checklist points. • Perform registration process by obtaining data from guest and by observing the established guidelines. • Review all Group Resumes, VIP reports, daily business reports. • Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag while working. • Comply at all times with Accor standards and regulations to encourage safe and efficient hotel operations which include but are not limited to Front Office policies and Accounting policies. • Cash handling and credit processing as required, to include Gift Card redemption. • To support the Concierge or Telephone Operator as required. • Resolve guest complaints or otherwise follow up with manager. • Review room queue and work with Housekeeping to expedite turnover. • Reach out to guests to communicate room is ready and coordinate luggage delivery with Guest Services if luggage has been stored. • Handle Due-Out and Discrepancy updating in communication with the Housekeeping Department. • Post applicable charges for late check-outs requests. • Perform daily bucket check report against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached. • Ensure that one s cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault. • Ensure the strict control of room keys. Enforce the key handling procedures ensuring maximum security. • Ensure proper handling and documentation of guest s valuables being secured in hotel safe deposit box. • Drive and champion ALL loyalty program. • Drive FO Up selling program. • Be familiar with hotel services and promotions and promote them. • Use Royal Service Manager as the main method of communication throughout the department as required for communication. • Take and deliver accurate and timely guest messages. • Respond to queries positively. • Follow department policies, procedures and service standards, including all safety policies. • Other tasks as assigned. Qualifications • Passion for guest service. • Excellent written and verbal communication, interpersonal and leadership skills. • Highly organized, results-oriented with the ability to be flexible and work well under pressure. • Degree or Diploma in Hospitality Management is an asset. • Fluency in English, and at least one additional language • Minimum of 1 year previous Hotel experience is an asset. • Must have the ability to handle a multitude of tasks and Guest requests. • Knowledge of Property Management System such as Opera is an asset. • Ability to work independently and prioritize responsibilities. • Experience with a Hotel loyalty program an asset. • Computer proficiency in a Windows environment (Word, Excel, PowerPoint).