Front Office - Apprentice

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

Job Purpose

To support the Front Office team in day-to-day operations while gaining practical knowledge and experience in guest services, check-in and check-out procedures, guest communication, and basic administrative activities under the guidance of supervisors and senior team members.

Primary Responsibilities

• Assist the Front Office team in providing efficient, courteous, and professional service to guests.
• Support the team in ensuring smooth and efficient check-in and check-out processes under supervision.
• Assist in handling basic guest queries and requests and escalate complex matters to the supervisor.
• Welcome and assist guests in a friendly and professional manner.
• Assist in maintaining the Front Office logbook, shift reports, and other departmental records.
• Support the team in maintaining accurate records of banquet functions and other hotel events, as required.
• Assist in answering telephone calls and directing them to the appropriate department or person.
• Support appointment, meeting, and event coordination as instructed.
• Assist with basic administrative activities such as photocopying, scanning, filing, and documentation.
• Assist in maintaining the reception area in a clean, organised, and presentable condition.
• Support the team in coordinating with other departments for day-to-day operational requirements.
• Assist in maintaining and updating guest-related information and records as instructed.
• Learn and follow Front Office procedures, service standards, and the Procedures & Standards Manual.
• Maintain confidentiality of guest and hotel information at all times.
• Assist with other reasonable duties assigned by the Management of the Hotel.

Learning & Development Responsibilities

• Develop knowledge of Front Office operations and hotel services.
• Learn standard procedures for guest interaction, check-in, check-out, and handling guest requests.
• Observe and learn professional communication and telephone etiquette.
• Gain knowledge of the hotel's facilities, outlets, services, and guest amenities.
• Attend all departmental briefings, training sessions, and meetings as assigned.
• Seek guidance from supervisors and senior team members whenever required.
• Demonstrate willingness to learn and continuously improve service skills.

General Responsibilities

• Report for duty on time and in proper uniform with appropriate grooming and personal hygiene.
• Follow hotel safety, security, fire, and emergency procedures.
• Maintain professional behaviour and a positive attitude towards guests and colleagues.
• Follow all departmental policies, procedures, and service standards.
• Perform other reasonable duties assigned by the Management of the Hotel.

Additional Information

Our commitment to Diversity & Inclusion:

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