About the job
As a Guest Experience Agent, your role is pivotal in crafting personalized and unforgettable experiences for our guests during their stay. Acting as the primary point of contact for all in-house guests, you will engage proactively, anticipate their needs, address any concerns, and ensure that every interaction exemplifies the luxury standards and brand values of Fairmont.
Key Responsibilities:
- Welcome and engage guests in public areas, building authentic connections.
- Anticipate guest preferences to deliver customized experiences.
- Address guest inquiries, special requests, and concerns with prompt professionalism.
- Monitor guest satisfaction throughout their stay with proactive follow-ups.
- Coordinate amenities and personalized touches for VIPs, returning guests, and special celebrations.
- Manage and resolve guest complaints with empathy and efficiency.
- Take ownership of service recovery to ensure timely follow-up and guest satisfaction.
- Analyze guest feedback and internal reports to identify areas for improvement.
- Maintain comprehensive records of guest preferences and service interactions in the system.
- Collaborate with Housekeeping, Front Office, Food & Beverage, Concierge, and other departments to ensure seamless service delivery.
- Ensure all guest requests are communicated clearly and executed to luxury standards.
- Support operational teams to consistently provide high-quality guest experiences.

