Lead, supervise, train, schedule, and evaluate Royal Service Agents, ensuring that all procedures are performed to the hotel's standards. Perform the daily responsibilities of a Royal Service Agent and assist where necessary to ensure optimum service to guests, visitors and all departments.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Maintain complete knowledge of:
- scheduled daily activities.
- in-house groups.
- hours of operation of each outlet.
- features and services provided by the hotel.
- Evaluate the staffing requirements and prepare work schedules weekly.
- Ensure that the switchboard is attended at all times and that sufficient staffing is present to meet the daily business demands.
- Document any late or absent colleagues; maintain accurate and current colleague records.
- Schedule and assign staff breaks.
- Communicate anticipated business demands daily with each colleague (arrivals/departures, group functions, guest requests, etc.).
- Ensure staff's knowledge of hotel services, features and amenities.
- Oversee order-taking process for In-Room Dining
- Assign specific tasks as they arise to the Royal Service staff.
- Monitor and ensure that Telecommunication staff perform their job functions to the hotel's expected level of service.
- Review the accuracy of all guest request logs and Telecommunication Agents' worksheets.
- Monitor busy lines; check back with caller on hold to update status and offer to take a message.
- Accept, record and deliver wake-up calls.
- Provide callers with accurate information on hotel facilities and services.
- Process billing requests as needed
- Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction.
- Assist in emergency situations as central communication center for hotel.
- Monitor telephone system problems, maintain log of such and coordinate corrections with the telephone company representative.
- Coordinate emergency procedures as specified in hotel emergency manual.
- Prepare and submit weekly payroll records.
- Attend designated meetings
- Other duties as assigned