Guest Experience Agent

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As a Guest Experience Agent, you are responsible for curating personalised and memorable guest experiences throughout the stay. Acting as a key point of contact for in-house guests, you proactively engage, anticipate needs, resolve concerns, and ensure every interaction reflects the luxury standards and brand values of Fairmont.

Key Responsibilities

• Welcome and engage with guests in public areas, fostering genuine connections
• Anticipate guest preferences and deliver tailored experiences
• Handle guest inquiries, special requests, and concerns promptly and professionally
• Proactively follow up on guest satisfaction throughout the stay
• Coordinate amenities, celebrations, and personalized touches for VIPs, repeat guests, and special occasions
• Manage and resolve guest complaints with empathy and efficiency
• Take ownership of service recovery, ensuring timely follow-up and guest satisfaction
• Monitor guest feedback platforms and internal reports to identify improvement opportunities
• Maintain detailed records of guest preferences and service actions in the system
• Liaise closely with Housekeeping, Front Office, Food & Beverage, Concierge, and other departments to ensure seamless service delivery
• Ensure guest requests are communicated clearly and executed to luxury standards
• Support operational teams in delivering consistent, high-quality guest experiences

• Diploma or degree in Hospitality Management or a related field preferred
• Previous experience in Guest Relations in a luxury hotel and/or resort
• Excellent verbal and written communication skills in English (additional languages are an asset)
• Strong emotional intelligence and problem-solving skills
• Ability to handle sensitive situations with discretion and professionalism