Royal Service Agent - Hotel Operator

Job Description

Your knowledge of the Fairmont Chicago Millennium Park and the technical skill you display when responding to Guest telephone calls will prove you truly are a Fairmont professional. As a Resort Royal Service Agent, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.

Reporting to the Director of Guest Experiences, 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
• Processing all external and internal calls by redirecting calls or directly assisting the caller
• Answer email and guest inquiries in a timely manner 
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintaining accurate records of guest calls to maintain data integrity
• Assist guests regarding hotel facilities in an informative and helpful way 
• Follow department policies, procedures and service standards 
• Liaise with Sales and other departments as required
• Understanding of the hotel’s emergency procedures and dispatching as required
• Follow all safety policies
• Other duties as assigned   

Qualifications

• Proficient in the English language (verbal & written), second language is an asset
• Previous customer related experience an asset
• Must possess outstanding guest services skills and sophisticated verbal communication skills
• Computer literate in Microsoft Window applications required
• Prior experience working with Opera or a related system an asset
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Flexibility to work weekends and holidays as needed
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Additional Information

Compensation: $27.52 per hour

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

Employee Benefits:

Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Add any other benefits relevant to your property.

Our Values

• Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.
• Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special.
• Belonging: We celebrate our differences. We support each other and we always stand together.
• Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences.
• Integrity: We build trust through mutual respect and being authentic.

Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

All your information will be kept confidential according to EEO guidelines.