Royal Service Agent
AccorVictoriaUpdate time: July 13,2022
Job Description
RESPONSIBILITIES
- Consistently offer professional, friendly and engaging service
- Process all external and internal calls by redirecting or assisting the caller
- Take ownership of the caller’s request and ensure follow up according to hotel standards
- Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
- Maintain and monitor the “Royal Service” software system
- Serve as a liaison for Guests requiring information relating to all aspects of the hotel
- Handle and distribute faxes, voice messages and written messages for internal and external Guests
- Have full knowledge of the hotel’s emergency procedures
- Follow department policies, procedures and service standards as well as safety policies
- Other duties as assigned
All duties will be performed in accordance with The Fairmont Empress’
commitment to luxury service standards
QUALIFICATIONS
- Minimum one year recent experience (in the last five years) in a switchboard / front office in a similar size hotel with similar high standards of guest service, or a minimum eight months recent experience (in the last five years) in an administrative position with similar high standards of guest service
- Impeccable grooming and presentation
- Fluency in English language skills, both verbal and written
- Strong interpersonal and communication skills
- Excellent telephone manners, telephone voice
- Strong typing and clerical skills, organized and detail oriented
- Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and Windows, MS Office Suite an asset
- Technologically savvy an asset
- Strong knowledge of Victoria an asset
- Ability to handle many conflicting priorities at any given time and ability to work well under pressure
- Must be willing to work flexible shifts including night shifts
- A passion for guest service, with prior experience in customer service an asset
- A hospitality diploma is an asset
- Physical ability to perform the requirements of the job, including:
- Sitting for extending periods of time
- Performing repetitive work
- Occasional lifting and carrying of heavy loads.
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