Central Services Agent
At Fairmont Vancouver Airport, every guest interaction is an opportunity to create a lasting memory. As a Central Services Agent, you are the communication hub of the hotel and a key support to all operational departments. You will manage guest requests, reservations quality control, internal and external communications, and operational systems to ensure a seamless and elevated guest experience.
What you will be doing:
- Provide professional, friendly and engaging service at all times
- Process all internal and external calls and ensure follow-up to resolution
- Perform quality control checks on new and modified reservations
- Process email reservations, rooming lists and billing documentation
- Manage ALL loyalty member inquiries and reservations
- Handle guest billing inquiries and discrepancies
- Coordinate concierge services including dining, transportation and activity bookings
- Monitor shared inboxes and maintain timely responses
- Maintain and monitor ALICE and other operational systems
- Process deposits and third-party authorizations in accordance with SOP
- Input and verify wake-up calls and monitor overnight accuracy
- Run operational reports and support housekeeping discrepancy processes
- Record Lost & Found items in Bounte and coordinate courier shipments as requested
- Maintain full knowledge of emergency procedures and hotel policies
- Collaborate closely with Front Office, Housekeeping, Engineering, Sales and In-Room Dining
- Other duties as assigned