Royal Service Agent

Job Description

Your knowledge of the hotel and the technical skill you display when responding to Guest telephone calls will prove you truly are a Fairmont professional. As a Royal Service Agent, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.Summary of Responsibilities:Reporting to the RS Manager, responsibilities and essential job functions include but are not limited to the following:Consistently offer professional, friendly and engaging serviceProcess all external and internal calls either by redirecting calls or assisting the callerTake ownership of the callers request and ensure follow up according to the hotels standardsHave a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and EngineeringMaintain and monitor the Royal Service software systemServe as a liaison for Guests requiring information relating to all aspects of the hotelHandle and distribute faxes, voice messages and written messages for internal and external GuestsHave full knowledge of the hotels emergency proceduresFollow department policies, procedures and service standardsFollow all safety policiesOther duties as assigned REQUIREMENTS: Qualifications:Previous customer related experience an assetMust possess outstanding guest services skills and sophisticated verbal communication skillsComputer literate in Microsoft Window applications requiredStrong interpersonal and problem solving abilitiesHighly responsible & reliableAbility to work well under pressure in a fast paced environmentAbility to work cohesively with fellow colleagues as part of a teamAbility to focus attention on guest needs, remaining calm and courteous at all timesPhysical Aspects of Position (include but are not limited to):Frequent sitting throughout shiftOccasional standing, kneeling, pushing, pulling, lifting

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About Company

We are thrilled to embark on an exciting new chapter as Fairmont Hotels & Resorts, and our unrivaled collection of iconic hotels including Fairmont San Francisco, Fairmont The Norfolk, Nairobi, Fairmont Banff Springs, Londons The Savoy and the Fairmont Peace Hotel in Shanghai, join AccorHotels Group, one of the worlds largest global hotel companies. Together, as a global community of hospitality leaders, we remain committed to cultivating a culture in which our colleagues are encouraged to realize their full potential through rewarding experiences and development opportunities. This exciting growth translates into opportunities, not just to better meet the needs of our guests, but opportunities for you to grow your career within our incredible brands around the world!

With our distinctive hotels around the world - and more in development - our global hospitality brand is renowned for its warm, engaging service and unique, culturally rich experiences. Located in some of the worlds most unforgettable destinations, Fairmonts unrivalled collection reflects a sense of heritage, sophistication, and social importance. We are also committed to responsible tourism and are an industry leader in sustainable hotel management with our award-winning Green Partnership Program.

We have a 100 year tradition of delivering excellent service in some of the most iconic properties in the world. Our focus on service begins with selecting talented individuals who embody our Brand Promise: Turning moments into memories for our guests