Front Desk Agent (F/M/X)

Company DescriptionVictoria Golf Resort & Spa Managed by AccorThe property will be managed by Accor under white label while it undergoes a comprehensive property improvement plan. Upon completion, Victoria Golf Resort & Spa will be fully rebranded as a Fairmont property, its exceptional golf facilities and beautiful natural surroundings perfectly complementing the wider Fairmont Hotels & Resorts portfolio. Accor will ensure a seamless transition and integration of Fairmont’s signature brand markers, complemented by touches that celebrate the property’s local culture – positioning the hotel at the heart of the local community and destination.Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.Job DescriptionFront Desk AgentReporting to the Front Office Manager, responsibilities and essential functions include, but are not limited to:Consistently offer professional, friendly, and engaging serviceGreet guests and handle check-ins and check-outs according to brand standardsEscort guests to their room and explain the hotel's facilities and operationsCreate an unforgettable impression by exceeding the expectations of the guests;Provide accurate and relevant information about hotel services, resort activities, wellness offers, and local attractionsMaintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events;Handle special guest requests promptly and professionallyProcess billing and payments efficientlyManage and follow up on complaints and ensure clear communicationAssist guests with specific needs and personalized attentionPromote the hotel’s outlets (restaurants, bars, spa, etc.)Handle reservationsEnsure telephone service within brand standardsAssign rooms based on guest preferences and profilesActively promote the loyalty programFollow up on guest requests (technical support, housekeeping, lost & found, etc.)Participate in departmental briefings and meetingsLead by example and apply both technical and emotional LQA standardsKnow and follow safety procedures in critical situations: stay calm, alert if applicable, observe to provide detailed reports, and secure the area until help arrivesCommit to high service quality, discretion, and integrityMaintain a professional attitude, always smile, and remain calm under pressureComply with ergonomic, health, safety, and hygiene standardsFollow departmental and company procedures, policies, and service standardsTo ensure that guests are served in accordance with the standards of the Hotel and at the same time to develop the ability of the Hotel to bring profit within the framework of positive relations;To ensure the satisfaction of the guests, to become an exemplary representative of the HotelTo ensure compliance with all Hotel service standards in relations with guests and hotel staff;Handles reservations matters when Reservations Office is closedTo provide direct service to guests by remembering their nameQualificationsMinimum 6 months’ experience in a similar role requiredFluency in Portuguese and EnglishKnowledge of a third language is a plusHotel school diploma is an assetPrevious experience in a 4* or 5* hotel is an assetStrong sense of hospitality and sales-oriented mindsetKnowledge of payment handling (currencies, credit cards, checks, etc.)Solid computer skillsFamiliarity with safety and emergency proceduresComposure under pressure (able to manage guest complaints and emergencies)Initiative-taking and proactive attitudeAdaptability and flexibilityExcellent personal presentation and communication skills;Knowledge of Front Office systems (PMS Software) and Microsoft Windows programs;A passion for delivering exceptional levels of Guest service;Professional manner with an emphasis on hospitality and guest service;Calm, efficient, and organized with great attention to detail.Have excellent written and verbal communication skills and be able to build rapport with guestsAdditional InformationOur ValuesRespectWe value the needs, ideas, and individuality of others. We treat everyone with fairness and dignity.BelongingWe celebrate our differences. We support one another and always stand together.IntegrityWe build trust through mutual respect and authenticity.EmpowermentWe have the power to take initiative and anticipate moments that create unforgettable experiences.ExcellenceWe build genuine connections and cherish every opportunity to make those around us feel special.Diversity and InclusionFairmont is committed to creating an inclusive environment where diverse talents thrive. We welcome candidates from all backgrounds to join our team.Employee BenefitsJoin our team and enjoy a range of exclusive colleague benefits, including complimentary upgrades, extended stays, discounted stays at Accor , Fairmont and Raffles properties, special discounts on dining and wellness services, and additional luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.