Front Desk Ambassador (Agent)

Company Description

Fairmont Tokyo open on July 1, 2025

Exceptional facilities with 217 rooms and suites offering stunning views of Tokyo Tower, the Bay, or the skyline, the Fairmont Gold experience, spa, infinity pool, and outdoor terraces. Discover five restaurants and two bars blending authenticity with modern flair. Our legacy continues in venues for timeless gatherings and celebrations.

Job Description

The Front Desk Agent is responsible for providing professional and personalized service to guests throughout their stay. This role serves as the primary contact for guest inquiries, check-in and check-out procedures, room assignments, cashiering functions, and overall guest satisfaction.

• Welcome guests warmly and professionally upon arrival, ensuring a positive first impression of the hotel.
• Perform efficient check-in and check-out procedures in accordance with hotel standards.
• Manage room assignments, registrations, and payment transactions accurately.
• Respond promptly and courteously to guest inquiries, requests, and concerns.
• Provide information regarding hotel facilities, services, local attractions, and transportation options.
• Coordinate with Housekeeping, Concierge, Make Special Happen, Guest Recognition, Reservations, and other departments to ensure seamless guest experiences.
• Handle guest complaints and service recovery situations professionally and effectively.
• Maintain an up-to-date knowledge of hotel promotions, packages, and loyalty programs.
• Support upselling initiatives by promoting room upgrades and hotel services.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Maintain accurate guest records and confidential information.
• Process daily cashiering transactions and balance cash floats as required.
• Contribute to a positive and collaborative work environment within the Front Office team.

Qualifications

• Previous experience in Front Office, Guest Services, Hospitality, or Customer Service is preferred.
• Excellent communication and interpersonal skills.
• Strong customer service orientation with a passion for creating memorable guest experiences.
• Ability to remain composed and professional in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work flexible schedules, including weekends, holidays, and overnight shifts when required.
• Proficiency in Microsoft Office applications.
• Experience with hotel property management systems (such as Opera Cloud) is an advantage.
• Fluency in English is required; additional language skills are highly desirable.