Guest Service Agent – Luxury Hospitality

About the role

Join the world of luxury hospitality at Fairmont Southampton as a Guest Service Agent. Reporting to the Guest Service Manager, you will deliver seamless, anticipatory service throughout the guest journey, combining front‑desk operations, concierge support, and genuine care.

Key responsibilities

• Welcome guests with warmth and professionalism, handling check‑in, check‑out and cashiering accurately while personalising each stay.
• Provide curated recommendations for dining, recreation, transportation and island attractions, and arrange reservations for restaurants, tours, spa and golf.
• Respond promptly to guest calls and messages, coordinating with F&B, Spa, Engineering, Housekeeping and Security to ensure a cohesive experience.
• Maintain an organized front‑desk and concierge area, protect guest privacy and uphold Fairmont brand standards.
• Support special arrangements such as celebrations, courier requests and unique personal needs.

Required profile

• High school diploma or equivalent; hospitality training is an asset.
• Minimum 2 + years experience in a customer‑service or front‑facing role, preferably in a luxury hotel.
• Exceptional guest‑service, interpersonal and communication skills with a problem‑solving mindset.
• Flexibility to work varying schedules, including evenings, weekends and public holidays.

Required skills

• Proficiency with Property Management Systems (PMS).
• Experience using Point‑of‑Sale (POS) systems.
• Ability to operate call‑management systems.

What we offer

• Complimentary upgrades, extended stays and discounted rates across Fairmont & Raffles properties.
• Special dining and wellness discounts, plus exclusive colleague perks.
• Health insurance, retirement savings plans and comprehensive wellness programs.
• Opportunities for growth, mentorship and international mobility within Accor.