Front Desk Agent (F/M/X)

Victoria Golf Resort & Spa Managed by Accor

The property will be managed by Accor under white label while it undergoes a comprehensive property improvement plan. Upon completion, Victoria Golf Resort & Spa will be fully rebranded as a Fairmont property, its exceptional golf facilities and beautiful natural surroundings perfectly complementing the wider Fairmont Hotels & Resorts portfolio. Accor will ensure a seamless transition and integration of Fairmont’s signature brand markers, complemented by touches that celebrate the property’s local culture – positioning the hotel at the heart of the local community and destination.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

As a Front Desk Agent, you are a true ambassador of the Victoria experience :

With a strong service mindset, excellent interpersonal skills, and true versatility, you help transform every stay into a unique and unforgettable memory.

Summary of Responsibilities:

Reporting to the Front Office Manager, responsibilities and essential functions include, but are not limited to:

• Consistently offer professional, friendly, and engaging service
• Greet guests and handle check-ins and check-outs according to brand standards
• Escort guests to their room and explain the hotel's facilities and operations
• Create an unforgettable impression by exceeding the expectations of the guests;
• Provide accurate and relevant information about hotel services, resort activities, wellness offers, and local attractions
• Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events;
• Handle special guest requests promptly and professionally
• Process billing and payments efficiently
• Manage and follow up on complaints and ensure clear communication
• Assist guests with specific needs and personalized attention
• Promote the hotel’s outlets (restaurants, bars, spa, etc.)
• Handle reservations
• Ensure telephone service within brand standards
• Assign rooms based on guest preferences and profiles
• Actively promote the loyalty program
• Follow up on guest requests (technical support, housekeeping, lost & found, etc.)
• Participate in departmental briefings and meetings
• Lead by example and apply both technical and emotional LQA standards
• Know and follow safety procedures in critical situations: stay calm, alert if applicable, observe to provide detailed reports, and secure the area until help arrives
• Commit to high service quality, discretion, and integrity
• Maintain a professional attitude, always smile, and remain calm under pressure
• Comply with ergonomic, health, safety, and hygiene standards
• Follow departmental and company procedures, policies, and service standards
• To ensure that guests are served in accordance with the standards of the Hotel and at the same time to develop the ability of the Hotel to bring profit within the framework of positive relations;
• To ensure the satisfaction of the guests, to become an exemplary representative of the Hotel
• To ensure compliance with all Hotel service standards in relations with guests and hotel staff;
• Handles reservations matters when Reservations Office is closed
• To provide direct service to guests by remembering their name

• Minimum 6 months’ experience in a similar role required
• Fluency in Portuguese and English
• Knowledge of a third language is a plus
• Hotel school diploma is an asset
• Previous experience in a 4* or 5* hotel is an asset
• Strong sense of hospitality and sales-oriented mindset
• Knowledge of payment handling (currencies, credit cards, checks, etc.)
• Solid computer skills
• Familiarity with safety and emergency procedures
• Composure under pressure (able to manage guest complaints and emergencies)
• Initiative-taking and proactive attitude
• Adaptability and flexibility
• Excellent personal presentation and communication skills;
• Knowledge of Front Office systems (PMS Software) and Microsoft Windows programs;
• A passion for delivering exceptional levels of Guest service;
• Professional manner with an emphasis on hospitality and guest service;
• Calm, efficient, and organized with great attention to detail.
• Have excellent written and verbal communication skills and be able to build rapport with guests

Our Values

Respect:

We value the needs, ideas, and individuality of others. We treat everyone with fairness and dignity.

Belonging:

We celebrate our differences. We support one another and always stand together.

Integrity:

We build trust through mutual respect and authenticity.

Empowerment:

We have the power to take initiative and anticipate moments that create unforgettable experiences.

Excellence:

We build genuine connections and cherish every opportunity to make those around us feel special.

Diversity and Inclusion

Committed to creating an inclusive environment where diverse talents thrive, we welcome candidates from all backgrounds to join our team.

Employee Benefits

Join our team and enjoy a range of exclusive colleague benefits, including complimentary upgrades, extended stays, discounted stays at Accor, Fairmont and Raffles properties, special discounts on dining and wellness services, and additional luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.