Gold Lounge Agent

The Gold Lounge Agent is responsible for delivering a seamless and personalized Fairmont Gold experience, combining Front Office and Food & Beverage services within the Gold Lounge. This role ensures smooth daily operations, exceptional guest engagement, and a refined lounge environment aligned with luxury brand standard

Guest Experience & Lounge Service

• Welcome, check-in and check-out Fairmont Gold guests in a professional and discreet manner
• Build strong relationships with VIP guests, anticipate preferences and personalize services
• Provide attentive F&B service during breakfast, afternoon tea and evening cocktails
• Handle guest requests efficiently, including butler-style services beyond the lounge when required
• Maintain a quiet, comfortable and exclusive lounge atmosphere at all times.

Operations & Lounge Management

• Ensure proper setup, presentation and replenishment of buffet and lounge facilities throughout the day
• Monitor lounge access to maintain guest privacy and eligibility
• Maintain cleanliness, hygiene and organization of all lounge areas and equipment
• Support Boardroom setup and service where applicable
• Coordinate with Housekeeping, Kitchen and other departments for seamless guest experience.

Administration & Coordination

• Update guest profiles, preferences and feedback in PMS and internal systems
• Handle billing and ensure accurate posting of all lounge-related charges
• Prepare daily reports including VIP arrivals, guest feedback and shift handovers
• Monitor stock levels of F&B items and supplies and coordinate replenishment

Brand Representation & Upselling

• Act as a brand ambassador delivering Fairmont’s service promise
• Promote and upsell hotel services and facilities to Fairmont Gold guests
• Maintain strong communication with all departments to ensure service excellence

• Competitive salary package with service charge
• Full salary and service charge during probation
• Thoughtfully designed benefits supporting your wellbeing and growth
• 2 days off per week
• Social insurance in accordance with the law
• Attractive gifts for public holidays and special occasions
• Annual Summer Outing
• Daily meals provided at the Staff Cafeteria
• A chance to grow your career in a luxury, world-class environment
• Learning & development opportunities within Accor group
• Global career mobility opportunities
• Professional and inspiring working environment
• Recognition culture & employee engagement activities

• Minimum 1 of experience in Front Office or Food & Beverage

• Previous experience in a luxury hotel environment preferred

• Proficiency in Opera PMS and Microsoft Office

• Fluent in English; both in verbal and written

• Flexible working shifts, weekends, overnight, and holidays as required

Competencies

• Guest-oriented and customer focus service minded

• Strong attention to detail and ability to handle multiple priorities

• Excellent communication, organizational, and problem-solving skills

• Courteous and helpful

• Comfortable working in a dynamic and multicultural environment