Guest Agent II

Recognized as the #1 Best Canadian Hotel in Travel + Leisure's 2024 World's Best Awards, Fairmont Empress is located in Victoria, BC, overlooking the city's sparkling Inner Harbour. A Forbes recommended and MICHELIN key hotel that offers 431 beautifully appointed guest rooms and suites, Fairmont Spa with signature West Coast experiences, and Q at the Empress featuring Pacific Northwest cuisine, an award-winning wine list, and regionally focused cocktail culture. World-famous Tea at the Empress is served in the Lobby Lounge with stunning harbour views.

The magnificent property completed a $60+ million restoration in 2017 that celebrated its proud history while moving the hotel into a new era of modern luxury and transforming the iconic property into a must-visit destination. In 2023, the property introduced a revamped Fairmont Gold Experience, including a major renovation to the Fairmont Gold floor. 88 Fairmont Gold rooms and a newly renovated lounge are ready to accommodate guests. Located on Vancouver Island, Canada's Castle on the Coast is the ideal starting point to explore British Columbia's stunning natural and expansive beauty. Historic Hotels Worldwide recognizes the property's prestigious grounds as the Top 25 Most Magnificent Gardens in the World.

What is in it for you: 

• Employee benefit card offering discounted rates at Accor properties worldwide and additional benefits for Fairmont and Raffles colleagues  
• Exclusive Employee and Friends & Family Discounts at Fairmont Empress Hotel
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world! 
• Complimentary meal during your shift through our Colleague Dining Program 
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Hourly pay rate of $26.34

RESPONSIBILITIES

• Check guests in and out of the hotel with warm and engaging service
• Sophisticated communication skills, both written and verbal
• Focus attention on guest needs, remaining calm and courteous at all times
• Take responsibility for any guest inquiries and problem solve to resolve any guest issues
• Must possess a professional presentation
• Must be flexible in terms of working hours, including overnights
• 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

•   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
• Ability to work cohesively with fellow colleagues as part of a team, as well as independently
•   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

Physical Aspects of Position (include but are not limited to):

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).