What You Will Be Doing:

Responsible for all PBX and dispatch functions in the hotel including internal and external calls, voicemail, etc.
Is an expert in Front Office, Housekeeping, POMEC, In-Room Dining, Food and Beverage Operations as they function as the call center of the hotel
Perform Quality Assurance Checks to identify trends and areas of opportunity
Assist with room checks and warming as required
Consistently offer professional, engaging and friendly service
Resolve guest issues and inquires
Monitor and respond to guest inquiries via hotel text messaging platform, ensuring 24 hour accessibility and response.
Track and coordinate Loyalty Amenities for Accor loyalty members to maintain compliance with corporate standards
Enter, track and dispatch Engineering work order requests
Handle Housekeeping dispatch, restaurant reservations and Lost and Found
Provide seamless In Room Dining order taking – fully knowledgeable in the menus and the operation
Utilize Royal Service Manager for all calls and requests to ensure trend tracking
Create internal tickets for guest issues or complaints, while monitoring tickets for follow up and immediate resolution
Generate ACDC arrival reports
Handle all telecom requirements and equipment
Review daily reports, arrival, VIP, group following up on action items
Build strong rapport with support departments
Administer wake up calls
Other duties as assigned

Royal Service

Job Description