Royal Service Agent

Summary of Responsibilities:

Reporting to the Assistant Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, engaging and proactive guest service while supporting fellow Colleagues
• Demonstrate Fairmont core values in all interactions
• Respond to guest telephone enquiries in an engaging, pleasant and timely manner
• Demonstrate awareness of groups, events and activities happening in the hotel and direct guests to functions within hotel as required
• Ensure remedial duties are assigned to appropriate departments - Housekeeping, Maintenance, Laundry, Concierge, Front Desk and Bell Desk
• Follow-up to determine the status of each guest request in a timely manner
• Accurately process guest messages, wake-up calls and distribute incoming faxes in a timely manner as required
• Monitor the fire panel and the emergency phone line and operate the internal radio system and liaise with the Security and other departments as required
• Participate in hotel committees
• Strict adherence to all Health & Safety training, guidelines and work practices previous, during and following an epidemic (whether local or global) that are established by Accor, local government, international bodies including the World Health Organization (WHO) and Center for disease control (CDC)
• Perform any other duties, tasks, and assignments within your department as required

Qualifications:

• Excellent communication skills and telephone etiquette is required
• Related work experience in a luxury hotel environment is strongly preferred
• Proven ability to work independently, work well under pressure and to make sound decisions
• Proven strong interpersonal and organizational skills
• Proven ability to work efficiently in a demanding and fast paced environment
• Energetic, enthusiastic, self-motivated and a charismatic team player
• Fluency in a second language is an asset
• Preference will be given to candidates who have experience in roles requiring high levels of guest interaction (i.e. Housekeeping, Front Desk and Food & Beverage departments)
• Strong work ethic, highly responsible, reliable and the ability to work shifts, extended hours including evenings, weekends and public holidays is required

Physical Aspects of Position (include but are not limited to):

• Light Activity, Sitting, Typing.
• Environmental stress