Royal Service Agent

Job Description
Royal Service & Reservation Agent
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.
What is in it for you:
Employee benefit card offering discounted rates at Accor worldwide
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
What you will be doing:
Greet, check-in, respond to requests and settle accounts while providing exceptional service
Take initiative to add a personalized experience
Proudly promote the hotel facilities, looking for opportunities to enhance a guest s stay through up-selling

Qualifications
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
Service focused personality is essential
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
Follow department policies, procedures and service standards
Follow all safety policies
Other duties as assigned
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

Desired Candidate Profile

Education:
Any Graduation()
Gender:
nm
Nationality:
Any Nationality