AccorHotels
At Fairmont Hotels & Resorts, every guest interaction is an opportunity to create a lasting memory. We invite you to showcase your exceptional interpersonal skills as a Royal Service Agent, where the knowledgeable and personalized service you provide by telephone will make our guests feel unique and valued. Royal Service & Reservation Agent
Summary of Responsibilities:
Reporting to Royal Service Supervisor, responsibilities and essential job functions include but are not limited to the following:
– Consistently offer professional, friendly and engaging service
– Book and enter room reservation requests using the Property Management System
– Enter rooming lists while ensuring accuracy, as required
– Update reservations ensuring a flawless check in and check out process
– Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
– Liaise with Sales and other departments as required
– Answer telephone and email inquiries in a timely manner
– Assist guests regarding hotel facilities in an informative and helpful way
– Process all external and internal calls either by redirecting calls or assisting the guest
– Take ownership of the guest’s request and ensure follow up according to the hotel’s standards
– Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
– Maintain and monitor the “Royal Service” software system
– Serve as a liaison for guests requiring information relating to all aspects of the hotel
– Handle and distribute faxes, voice messages and written messages for internal and external guests
– Have full knowledge of the hotel’s emergency procedures
– Follow department policies, procedures and service standards
– Follow all safety policies
– Other duties as assigned
Job Requirements and Qualifications:
– Previous customer related experience required Must possess outstanding guest services skills and sophisticated verbal communication skills
– Previous Property Manager System experience preferred
– Computer literate in Microsoft Window applications required
– Must be able to type 25 words per minute
– Strong interpersonal and problem solving abilities
– Highly responsible & reliable
– Ability to work well under pressure in a fast paced environment
– Ability to work cohesively as part of a team
– Ability to focus attention on guest needs, remaining calm and courteous at all times.
Physical aspects of the position include but are not limited to the following:
– Frequent sitting throughout shift
– Occasional kneeling, pushing, pulling, lifting, walking and standing
– Occasional ascending or descending ladders, stairs and ramps
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