The Royal Service department is the communication hub of the hotel. The expectations of this role are to offer a friendly, timely, uncomplicated service-oriented response to any request. We are committed to problem-solving, ownership, guest satisfaction and teamwork and live to our mission of turning moments into special memories for our guests. As a department, Royal Service has the knowledge and tools to answer 90% of all calls and requests without transferring calls. As a Royal Service Agent, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.
Responsibilities and essential job functions include but are not limited to the following:
- Consistently offer professional, friendly and engaging service
- Proudly promote the hotel facilities, looking for opportunities to enhance and add a personalized experience
- Have a complete knowledge of the hotel’s emergency procedures.
- Handle Guest concerns and react quickly, logging and notifying proper areas/departments.
- Able to give clear and concise information when communicating to guests, as well as demonstrating empathy & responsiveness when addressing issues and concerns.
- Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping and Engineering.
- Respond to all incoming calls complying with the telephone standards and transferring them if needed to the relevant departments.
- Monitor the general hotel inbox, and respond to or forward emails as required in a timely and professional manner
- Monitor and respond to guest text messages within the luxury standard time frame
- Use software programs to send correspondence to guests
- Assist guests regarding hotel facilities in an informative and helpful way including activities and hours of operation
- Follow department policies, procedures and service standards
- Book and enter room reservation requests using the Opera Cloud System
- Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
- Update reservations ensuring a flawless check-in and check-out process
- Reply to reservation emails and double check accuracy of reservation/notes created
- Answer incoming reservation calls in a timely manner
- Respond to leads sent to the common reservation inbox
- Set-up proper billing according to accounting policies, and answer relatively basic finance inquiries, including emailing an invoice after a guest stay.
- Facilitate an efficient process for guest room requests and the timely dispatch of such requests, including housekeeping and engineering.
- Process onsite reservation requests, rooming lists, changes, and cancellations received by phone, fax, mail, or email.
- Regular and/or seasonal collaboration with the Food and Beverage team to maintain a comprehensive knowledge of the menus, including ingredients, preparation methods, and potential allergens, to effectively answer customer inquiries and provide recommendations.
- Take In-Room Dining orders for guests and enter accurately in the POS Silverware system in a timely manner.
- Offer wake-up call services and to action them as per standards
- Ensuring all communication is of business nature (phone and radio standards)
- Using the standard verbiage and coding system in order to maximize radio communication efficiently.
- Ensure that guest attention is the utmost priority during moments of engagement.
- Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
- Demonstrate the Fairmont Brand Standards at all times by actively engaging our guests.
- Consistently follow the service essentials for front office while performing your duties and ensuring guest satisfaction.
- Will follow all hotel, LQA and Forbes standards when interacting with guests
- Conduct self-audits and participate in the feedback of audits for improvement of service levels.
- Provide requested information to guests, but also offer suggestions/recommendations/ opinions to the guest, enhancing the service by offering your professional guidance.
- Will ensure guest preferences are highlighted to all concerned in order to offer seamless service.
- Ensure the working environment is free of safety hazards and hindrances to avoid any accidents at work.
- Follow all safety policies
- Maintain regular and predictable attendance
- Due to the fluctuation in business levels in the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance is required at all scheduled training sessions and meetings.
- Other duties as assigned