Front Office Executive

Company Description

Fairmont Hotels & Resorts is where the intimate equally coexists with the infinite – an unrivaled portfolio of more than 90 extraordinary hotels where grand moments of life, heartfelt pleasures and personal milestones are celebrated and remembered long after any visit. Since 1907, Fairmont has created magnificent, meaningful and unforgettable hotels, rich with character and deeply connected to the history, culture and community of its destinations – places such as The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai. Famous for its engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges, Fairmont also takes great pride in its pioneering approach to hospitality and leadership in sustainability and responsible tourism practices. Fairmont is part of Accor, a world leading hospitality group counting over 5,400 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless – a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences. 

Job Description

Position Overview: We are seeking a dynamic and customer-focused Front Office Executive to join our team at Fairmont Mumbai. As the first point of contact for our guests, the Front Office Executive plays a crucial role in ensuring exceptional service from arrival to departure.

Key Responsibilities:

• Guest Relations: Greet guests warmly upon arrival, assist with check-in/check-out procedures, and provide personalized assistance throughout their stay to ensure a memorable experience.
• Reservation Management: Handle guest inquiries and reservations efficiently, ensuring accuracy and attention to detail.
• Front Desk Operations: Manage the front desk area, including answering phone calls, responding to emails, and handling guest requests promptly and professionally.
• Payment Processing: Process guest payments, handle cash transactions, and maintain accurate records of financial transactions.
• Room Allocation: Coordinate room assignments based on guest preferences, availability, and special requests.
• Information Dissemination: Provide guests with information about hotel facilities, services, and local attractions, assisting them in making the most of their stay.
• Problem Resolution: Address guest concerns and complaints promptly, seeking solutions to ensure guest satisfaction and retention.
• Team Collaboration: Work closely with other departments, including housekeeping and maintenance, to ensure seamless guest experiences and resolve any issues that may arise.
• Administrative Duties: Perform general administrative tasks, including filing, data entry, and maintaining guest records.

Qualifications

• Previous experience in a similar role within the hospitality industry is preferred.
• Exceptional customer service skills with a friendly and outgoing personality.
• Strong communication skills, both verbal and written, with proficiency in English (additional languages are a plus).
• Excellent organizational and multitasking abilities, with a keen attention to detail.
• Proficiency in using computer systems and hotel management software.
• Ability to remain calm and composed under pressure, with a proactive approach to problem-solving.
• Flexibility to work various shifts, including weekends and holidays.

Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.