Job Description

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

Qualifications

• College graduate or equivalent vocational training certificate.
• 2-years experience in supervisory role
• Previous guest relations experience and/or operator experience required
• Previous experience with Opera Cloud and POS Silverware preferred
• Fluency in English both verbal and non-verbal.
• Ability to suggestively sell.
• Ability to input and access information in the property management system/computers.
• Ability to:
• perform job functions with attention to detail, speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgement.
• follow directions thoroughly.
• understand guest’s service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent hotel data.
• ascertain departmental training needs and provide such training.
• direct performance of staff and follow up with corrections when needed.

Visa Requirements: Successful candidates must be legally eligible to work in the United States.

Additional Information

What’s in it for you:

• Complimentary Shift Meal
• Paid time off
• Health Benefits and 401K
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities
• Career development opportunities with national and international promotion opportunities