Front Desk Agent - Full Time

Company Description

Experience the magic of working at Fairmont Hotel Vancouver, a timeless Vancouver landmark known as the ‘Castle in the City’. With its majestic chateau-style architecture, copper green roof, and historic gargoyles, this stunning hotel has been captivating visitors since 1939. Located in the heart of downtown Vancouver on prestigious Georgia Street, the hotel is surrounded by a dynamic arts scene, vibrant shopping, exciting nightlife, and world-class dining. Join our cherished team, and be part of an unforgettable hospitality experience. You’ll help create lasting memories for our guests in a setting that’s as exceptional as you are! 

Job Description

Front Desk / Guest Agent

First impressions are everything. As a Guest Agent, you shape the guest journey from the moment of arrival to their next booking, transforming every interaction into a memorable experience. Build your career at our iconic heritage property, the Castle in the City, and be part of a world-renowned hotel where excellence meets opportunity. Your future starts here.

What’s in It for You

• An inclusive, empowering, and positive company culture where people are at the heart of everything we do
• The chance to have fun at work alongside passionate hospitality professionals who are committed to making the world a more welcoming place
• Competitive pay, starting at $26.99 per hour, with potential to increase to $33.74 after successful completion of the probationary period
• Complimentary meals during your shift through our Colleague Dining Program
• Comprehensive benefits package including health, paramedical, dental, vision, life and disability insurance for those meeting eligibility requirements
• Company-matched pension plan, with the option to enroll in the Group Registered Retirement Savings Plan for those meeting eligibility requirements
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Travel reimbursement for a TransLink monthly pass
• Complimentary hotel stay for newly hired colleagues with breakfast for two through our BE OUR GUEST program
• Colleague benefit card offering discounted room and food & beverage rates at Accor properties worldwide for you and your family
• The opportunity to work in a luxury hotel environment housed in a historic Vancouver landmark dating back to 1939
• Learning and development programs through our Academies designed to enhance your skills
• Opportunities to make a difference through our Corporate Social Responsibility initiatives

What You’ll Be Doing

• Greet and welcome guests, manage check-ins/check-outs, handle requests, and settle accounts with accuracy and professionalism.
• Deliver personalized service, taking initiative to enhance the guest experience at every touchpoint.
• Promote hotel facilities, services, and loyalty programs, identifying opportunities to upsell guest experiences and drive revenue.
• Maintain knowledge of local attractions, events, and services to provide helpful recommendations.
• Handle guest complaints and resolve issues promptly, diplomatically, and efficiently.
• Follow all departmental policies, procedures, safety protocols, and service standards, including data privacy and emergency procedures.
• Perform other duties as required to ensure smooth hotel operations, including cross-department support when needed.

Qualifications

What We’re Looking For

• Previous experience in a front desk role at a luxury hotel; experience with Opera PMS or a similar property management system is preferred.
• Service-oriented, professional, and calm under pressure, with the ability to handle challenging guest situations gracefully.
• Excellent verbal and written communication skills in English; additional languages are a strong asset.
• Strong organizational skills with the ability to multitask, prioritize, and maintain attention to detail.
• Accurate and efficient cash-handling and point-of-sale skills.
• Ability to work independently while fostering a positive and collaborative team environment.
• Professional appearance and brand-appropriate conduct at all times.
• Flexibility to work rotating schedules, including early mornings, late nights, weekends, holidays, and peak seasons.
• Familiarity with Microsoft Office or similar platforms for reporting and guest communication.
• Understanding of data privacy regulations and proper handling of guest information.
• Knowledge of hotel emergency procedures, safety protocols, and lost & found management.
• Consistently achieve high guest satisfaction scores and positive feedback.
• Meet upselling and revenue targets for hotel services and experiences.
• Ensure accuracy and efficiency in billing, check-ins/check-outs, and record-keeping.

Physical Requirements of the Position

• Ability to stand and walk for extended periods throughout the shift
• Ability to frequently lift, carry, push, and pull items weighing up to 30 lbs
• Ability to kneel, bend, squat, and navigate stairs or ramps as required during daily operations

Additional Information

Visa Requirements:
Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS