Royal Service Agent

Job Description

The Royal Service Agent’s primary responsibility is to serve as a communication liaison for guests, (both internal and external) requiring information relating to all aspects of the hotel including: meeting guest requests, taking and placing in-room dinning orders, making hotel, meal and tour reservations, placing wake up calls, placing requests in the Royal Service Program.  The Royal Service Agent will take ownership of the caller’s request and ensure follow up according to the hotel’s standards.  

Responsibilities:

• Be an ambassador of Fairmont Washington, D.C., Georgetown by providing an excellent first impression.
• Greet all guests courteously, using the guest’s name whenever possible.
• Communicate internal and external guest requests via Alice system.
• Ensure all requests logged in Alice are followed up according to the hotel’s standards.
• Deliver all wake up calls within 2 minutes of the requested time in a polite manor
• Ensure knowledge of the Washington D.C. area.
• Provide guests and residents with accurate information about the city and things to do. 
• Be familiar with major highways and roads around city so as to direct guests without any challenges – Provide map with clear indications for requested directions when necessary.
• Use vendors specified by Fairmont Washington, D.C, Georgetown (Limousine, florist, water taxi, city tour, etc.).
• Promote enthusiasm for local activities and sites, providing accurate descriptions of places of interest.
• Be knowledgeable about all room types and rates.
• Provide information about hotel services.
• Promote internal outlets (Restaurants, etc.).
• Enroll new Loyalty members 
• Be familiar with regular guests and residents and their requirements.
• Be familiar with and follow the VIP procedures.
• Update registration cards, ensuring that all guest histories are linked and updated correctly in the different systems.
• Maintain accurate records of all internal and external guest requests.
• Handle all guest inquiries with efficiency and follow-up within 20 minutes
• Escalate issues to the Front Office Manager as needed
• Handle and distribute faxes, voice messages, written messages and packages for internal and external guests.
• Maintain excellent communication within the Royal Service department as well as with all other departments.
• Maintain a good relationship with all colleagues from all departments.
• Participate in meetings.
• Be flexible about working extra hours as needed.
• Take action independently to assist other colleagues or other departments when they are in need.  Let manager on duty know if they are stepping away from main duties to assist an outlet or any other department.
• Be familiar with the hotels rooming procedure and assist as needed, ensuring all guests are escorted to their room/suite/Gold lounge and full hotel tour is conducted.
• Adhere to and promote the Company’s Health & Safety policies to ensure a safe work environment and be knowledgeable about all safety & emergency procedures.
• Ensure all necessary working tools and stationary is sufficient.
• Alert the senior member, Director of Front Office, or the relevant Department of any problems that may occur during a shift.
• Ensure that any compliments or complaints that are received are dealt with promptly in a polite and efficient manner and are entered into the Duty Manager’s Report.
• Ensure that the handover shift is smooth and complete, especially for the night shift.
• Comply will all new/changing property or department specific procedures
• Complete the duties on the reception/cashier checklists.
• Be able to handle efficiently and effectively any queries arising from guest’s accounts.
• Carry out any miscellaneous duties and responsibilities as requested by management pertaining to total quality service delivered

WHAT IS IN IT FOR YOU

• Competitive Salary
• Paid Time Off
• Medical, Dental and Vision Insurance, 401K
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities   

Rate of Pay: $23.00-25.00 per hour

Qualifications

Qualifications:

• Excellent written and verbal communication skills
• Must have excellent written and verbal communication skills, second language is an asset.
• Excellent telephone manners, telephone voice, organized and detail oriented
• Strong typing and clerical skills, and ability to multitask
• Past experience as a telephone operator a plus. 
• Strong interpersonal skills and English communication skills.
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) 
• Must be proficient in Microsoft Office. 
• Prior experience in customer service an asset.
• A passion for guest service.
• Excellent team spirit.
• Ability to handle many conflicting priorities at any given time.
• Ability to work well under pressure.
• Must be willing to work all shifts (incl. overnight shifts).
• Must be legally authorized to work in the United States without sponsorship.

Physical Requirements: 

• Standing/sitting for long periods of time
• Ability to lift, carry, push, and pull up to 30 pounds

Additional Information

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