Royal Service Agent

Job Description

The Royal Service department is the communication hub of the resort. The expectations of this role are to offer a friendly, timely, uncomplicated service oriented response to any request. We are committed to problem solving, ownership, guest satisfaction and team work and live to our mission of turning moments into memories for our guests.

• Consistently offer professional, friendly and engaging service.
• To have a complete knowledge of the hotel’s emergency procedures.
• Handle Guest concerns and react quickly, logging and notifying proper areas/departments.
• Establish and maintain an effective communication process with all departments, in particular with
• Front Office, Housekeeping and Engineering.
• Respond to all incoming calls complying with the telephone standards and transferring them to the relevant departments.
• Respond to all emails in the general inbox in a timely and professional manner
• Monitors and responds to guest Kipsu text messages within the Forbes standard time frame (3mins)
• Controlling all phone calls made through switchboard and ensuring they are business related.
• Offering wakeup call services and to action them as per standards
• Ensuring all communication is of business nature as per radio standards.
• Using the standard verbiage and coding system in order to maximize radio communication efficiently.
• Ensuring the radio is in good working order 24/7 and reporting any problems to the chief Security Officer.
• Will ensure that guest attention is the utmost priority during moments of engagement.
• Will demonstrate the Fairmont Brand Standards at all times by actively engaging our guests.
• Will consistently follow the service essentials for front office while performing your duties and ensuring guest satisfaction.
• Will ensure you are able to explain in great detail when conveying information on all activities that Fairmont Grand Del Mar has to offer.
• Will not only provide requested information to guests, but also offer suggestions/recommendations/ opinions to the guest, enhancing the service by offering your professional guidance.
• Will ensure guest preferences are highlighted to all concerned in order to offer seamless service.
• Must exceed customer expectations at all times and turn moments to memories for our guests.
• Will uphold and demonstrate a commitment to Fairmont’s Value Statement of respect, integrity, teamwork, and empowerment.
• Will always arrive on time, in proper uniform, mentally and physically prepared, and following Hotel’s grooming standards for their scheduled shift.
• Will follow all FH&R and Forbes standards when interacting with guests
• Has outstanding guest services skills, professional presentation and sophisticated communication
• skills.
• Will be aware of the Hotel’s outlets and hours of operations as well as any changes conveying this
• information to guests.
• Fully aware of all of the hotel activities including times + dates of availability
• Able to give clear and concise information when communicating to guests, as well as demonstrating empathy & responsiveness when addressing issues and concerns.
• Has superior organization skills
• Will actively seek duties and tasks during slow periods to maximize efficiency.
• Must be able to work independently.
• Ensures the working environment is free of safety hazards and hindrances to avoid any accidents at work.
• Ensuring to report all suspicious persons, packages, vehicles, luggage, and observations to Security.
• Ensure you promote safety, security, and well-being of our guests by not providing any information to anyone unless approved and will not provide keys to anyone not registered to the room.
• Ensure you report all accidents and injuries, regardless of severity, to the Security Department.
• Will attend all trainings as requested.
• Will sign training forms after attendance · Regular attendance is essential to the successful performance of this position. Irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the fluctuation in business levels in the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the Resort. In addition, attendance is required at all scheduled training sessions and meetings.
• Support environmental initiatives at all times.
• Can be allocated to any other duties as required by management.

Qualifications

• Excellent work organization – ability to problem solve and respond to changing conditions or unexpected events with grace.
• Positive, outgoing and professional attitude with a passion for service.
• Previous leadership experience in guest relations preferred.
• Previous PMS experience required.
• Computer literacy in Microsoft Window applications required.
• University/College degree in a related discipline an asset.
• Must possess a professional presentation.
• 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.
• Ability to focus attention on guest needs, remaining calm and courteous at all times