Royal Services Agent

• Royal Service Agents are responsible for handling all incoming calls as well as treating all in house guests’ requests 24 hours a day 7 days a week in order to ensure their stay at The Cape Grace Hotel managed by Accor becomes a memorable moment.

What is in it for you:

• Joining an innovative environment that supports the development and investment of its colleagues
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

• Responds to all incoming calls complying with Accor standards and transfers them to the appropriate destination
• Responds to all in house guests requests and transmits the order to the corresponding dept for request to be treated complying with Accor standard
• Log all requests and ensures follow up on all of them within standard delay
• Logs and treats wake up call requests
• Actions restaurant reservations requests and is aware of all on going promotions and events in the hotel.
• Maintains telephone extension lists updated
• Arranges special deliveries and celebration of special occasions for our guests
• Participates in emergency procedures ensuring telephones are answered and coordinates communication till final evacuation
• Handles emergency line and elevators emergency alarms
• Receives and distributes faxes for guests, apartment tenants and internal departments
• Acts in accordance with the standards, conforms to the policies and procedures of Accor
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated.
• Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
• Other duties as assigned.

Your experience and skills include:

• Minimum High School Diploma, Business School and/or Hotel School Diploma preferred.
• Must possess outstanding guest services skills, professional presentation and sophisticated communication skills
• Proficient in the English language (verbal & written), second language is an asset
• Full proficiency in all office procedures and clerical duties
• Strong knowledge of Microsoft Office and Opera an asset
• Must be a strong team player, professional and enthusiastic with excellent organizational skills
• Must be able to work with multiple managers and prioritize tasks in an organized and self-efficient manner.
• Be flexible on hours worked as dictated by business demands.

Your team and working environment:

• At Accor, we are Heartists!  Are you ready to put your heart at the center of everything that you do? If so, then join our team of Heartists
• Every day, we look for opportunities to engage on a personal & meaningful way with our guests and each other.  
• We deliver heartfelt hospitality in an environment that is engaging, enthusiastic and professionally rewarding!

Our commitment to Diversity & Inclusion:

• We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

 

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS