Royal Service Supervisor

Job Description

• Consistently offer professional, friendly and engaging service
• Act as point of contact for all internal and external communications
• Demonstrates that all Royal Service Standard Operating Policies and Procedures are performed in all interactions
• Assists guests according to Fairmont Hotels & Resorts Brand, Forbes Five Stars and AAA standards
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• Maintains a perpetual presence by remaining attentive and answering every call, internal and external, guest and colleague, in a professional and warm manner either by assisting the caller themselves or by redirecting to the appropriate department only when needed
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards – this includes documenting the opportunity in Royal Service Manager, ensure the ticket is dispatched to the appropriate department if needed to fix, and finally closing the ticket and following up with the guest accordingly
• Maintain and monitor the “Royal Service” software system and all requests entered and ensure requests are being closed in appropriate times and if not, escalate requests that are not handled in the appropriate time
• Answer all email inquiries within 24 hours
• Own the pre-arrival process for guests to include Keep In Touch, Royal Service common inbox, and action requests or emails to ensure perfect arrival
• Set up reservations in order to support the perfect arrival
• Handle and distribute faxes, voice messages and written messages for internal and external Guests
• Maintain knowledge of hotel rates and packages
• Book and enter room reservation requests using the Property Management System
• Update reservations including cancellations, rescheduling, shortening length of stay in accordance with Century Plaza reservation policies
• Assist with Folio requests, billing inquiries, and billing corrections
• Set up 3rd party billing prior to guest arrival (example: Expedia Collect reservations)
• Set-up routing to different windows in PM per guest request (if needed)
• Utilize SecurePay to properly and safely secure guests’ preferred method of payment if requested
• Assist external callers with assistance for already confirmed reservations
• Build Group Blocks in Property Manager when a new sales contract is received
• Enter rooming lists while ensuring accuracy, as required
• Update Group Room Blocks in Property Manager and maintain as needed
• Set up routing to correct Posting Master as communicated by Sales Contract and/or Meeting planner for all group reservations prior to guest arrival.
• Communicate room commitment shortages/attrition to Management
• Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities Create and action service requests for guests and Heartists and ensure that requests are completed in necessary time
• Take ownership of the callers request, handle any guest concerns and ensure the issue is resolved and the guest is satisfied
• Follow up on any service requests that require follow up as deemed by the Royal Service Management team
• Liaise with Sales and other departments as required
• Ensuring inter-departmental communication and co-operation in the interest of better guest satisfaction
• Assist guests regarding hotel facilities in an informative and helpful way
• Stay informed of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities for the following departments: Housekeeping, Front Desk, Fairmont Gold, Engineering, Guest Services, Food and Beverage
• Assist with overflow as needed and overnight coverage with taking In Room Dining orders over the phone
• Maintain a positive relationship with Guests and Colleagues by exceeding their expectations through anticipatory service
• Enroll guests in Accor Live Limitless loyalty program and updates profiles when applicable
• Handle credit card and other billing transaction inquiries such as unrecognized or incorrect postings to the room
• Ensure all Guest details remain confidential
• Constantly review the performance and operations of the department through monitoring LQA results and Voice of the Guest
• Be familiar with Hotel’s technology and communication platforms and use to ensure hotel operation and guest satisfaction
• Troubleshoot internet connections with guest when needed
• Have full knowledge of the department and hotel’s emergency procedures including but not limited to: fire procedures, elevator entrapments and staff/guest medicals.
• Compliance with all health and safety regulations of assigned tasks, and ensure a clean, hazard free, and safe working environment with active participation in the hotel health and safety program
• Maintain cleanliness, safety, and order in all work areas and reports any areas of concern to Supervisor
• Complete Daily Task Checklist
• Other duties as assigned by Management

Qualifications

• Previous PBX, Front Office, Royal Service, call center, hotel operations, or guest service experience required  
• Previous supervisory or leadership experience preferred  
• Luxury hotel or hospitality experience preferred  
• Excellent verbal communication, guest service, and interpersonal skills  
• Strong organizational, multitasking, and problem-solving abilities  
• Ability to remain calm, professional, and solution-oriented during high-volume or emergency situations  
• Basic computer proficiency and ability to learn hotel communication systems and operational software  
• Professional telephone etiquette and polished demeanor required  
• Ability to maintain confidentiality and professionalism at all times  
• Ability to work flexible schedules including evenings, overnight shifts, weekends, holidays, and extended shifts as operationally required  
• High school diploma or equivalent required; additional hospitality or leadership training preferred  
• Must be legally authorized to work in the United States  

Additional Information

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