Job description

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Fairmont Hotels & Resorts is seeking a professional and customer-focused Fairmont Gold Agent / Reception Agent to join our team in Cairo, Egypt. In this role, you will be the first point of contact for our guests, delivering exceptional service while managing front desk operations with efficiency and warmth. You will be responsible for creating memorable experiences for our guests while maintaining the highest standards of luxury hospitality that Fairmont is known for worldwide.

• Greet guests upon arrival and departure with genuine warmth and professionalism, ensuring a welcoming atmosphere
• Manage front desk operations including check-ins, check-outs, and room assignments with accuracy and efficiency
• Provide comprehensive information about hotel facilities, services, and local attractions to enhance guest experiences
• Process guest requests and resolve concerns promptly and professionally, escalating complex issues when necessary
• Maintain and update guest records in the hotel management system with attention to detail
• Manage Fairmont Gold loyalty program inquiries and provide personalized service to program members
• Coordinate with housekeeping, maintenance, and other departments to ensure seamless guest service
• Handle telephone inquiries and direct calls appropriately while maintaining professional communication standards
• Process payments and manage cash transactions accurately and securely
• Maintain a clean, organized, and professional front desk environment at all times
• Assist with administrative tasks including scheduling, filing, and documentation as needed
• Respond to guest feedback and contribute to continuous service improvement initiatives

• Minimum 2 years of customer service experience in a hospitality or luxury service environment
• Proven front desk or reception experience in a hotel or similar establishment
• Fluency in Arabic and English; additional languages (French, German, or Spanish) are highly preferred
• Proficiency with hotel management systems and property management software
• Excellent verbal and written communication skills
• Strong organizational and time management abilities
• Demonstrated ability to multitask and prioritize in a fast-paced environment
• Professional appearance and demeanor with strong interpersonal skills
• Problem-solving mindset with the ability to handle guest concerns with empathy and efficiency
• Proficiency in Microsoft Office applications
• Knowledge of luxury hospitality service standards and protocols
• Experience with loyalty programs or VIP guest services is preferred
• Ability to work flexible hours, including evenings, weekends, and holidays as required
• Strong attention to detail and accuracy in data entry and record-keeping

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.