Job Description
Royal Service Agent
At Fairmont Hotels & Resorts, every guest interaction is an opportunity to create a lasting memory. We invite you to showcase your exceptional interpersonal skills as a Royal Service Agent, where the knowledgeable and personalized service you provide by telephone will make our guests feel unique and valued.
Rate of Pay: $19.10/hr
Summary of Responsibilities:
Reporting to Director of Guest Experience, responsibilities and essential job functions include but are not limited to the following:
- Consistently offer professional, friendly and engaging service
- Update reservations ensuring a flawless check in and check out process
- Ensure revenue is maximized by up-selling and recommending hotel facilities
- Liaise with Sales and other departments as required
- Answer telephone and email inquiries in a timely manner
- Assist guests regarding hotel facilities in an informative and helpful way
- Process all external and internal calls either by redirecting calls or assisting the guest
- Take ownership of the guest’s request and ensure follow up according to the hotel’s 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
- Follow all safety policies
- Other duties as assigned