Royal Service Associate

Job Description

• Answer all incoming telephone calls promptly, professionally, and courteously in accordance with hotel standards.
• Handle all guest calls requests efficiently, accurately, and with a friendly attitude.
• Provide guests with information regarding hotel facilities, services, restaurants, operating hours, and local information.
• Receive, record, and coordinate guest requests such as transportation, wake-up calls, babysitting, housekeeping, maintenance, room service, and other hotel services.
• Transfer and route calls to the appropriate department or colleague accurately and efficiently.
• Take and relay messages for guests and colleagues, ensuring all information is recorded correctly and delivered promptly.
• Maintain accurate records of guest requests, complaints, messages, and follow-up actions in the hotel system and/or Royal Service log.
• Follow up on guest requests to ensure they have been completed to the guest's satisfaction.
• Respond to guest complaints and inquiries professionally, resolving issues within the scope of responsibility and escalating them to the appropriate supervisor or manager when required.
• Ensure all guest interactions are handled with discretion, confidentiality, professionalism, and respect.
• Coordinate closely with Front Office, Housekeeping, Engineering, Food & Beverage, Concierge, Security, and other departments to ensure timely resolution of guest requests.
• Assist with emergency calls and follow established hotel procedures for emergencies and security-related situations.
• Manage wake-up call requests accurately and ensure calls are placed at the requested time.
• Maintain the Telephone Operator/Royal Service logbook and prepare shift reports as required.
• Monitor and respond to internal communication systems, guest service platforms, and hotel communication channels.
• Ensure all pending requests are properly communicated during shift handover to ensure continuity of service.
• Maintain a thorough knowledge of hotel facilities, room types, services, promotions, outlets, and current hotel information.
• Ensure all guest information and requests are handled accurately and entered into the appropriate system.
• Maintain a professional and courteous telephone manner at all times.
• Assist in maintaining effective communication between guests, departments, and management.
• Ensure quality and consistency in all aspects of guest service in accordance with the hotel's standards.
• Adhere to the hotel's Procedures & Standards Manual, telephone etiquette standards, and Royal Service procedures.
• Maintain a clean, organized, and professional work area.
• Report any technical issues with telephone systems, communication equipment, or guest service systems to the appropriate department.
• Assist with administrative duties related to Royal Service and telephone operations when required.
• Carry out any other duties and responsibilities that naturally fall within the reasonable expectations of the position.

Qualifications

Additional Information