Telephone Operator / Royal Service Agent

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Royal Service & Reservation Agent

At Fairmont Hotels & Resorts, every guest interaction is an opportunity to create a lasting memory. We invite you to showcase your exceptional interpersonal skills as a Royal Service Agent, where the knowledgeable and personalized service you provide by telephone will make our guests feel unique and valued.

What is in it for you:
Employee benefit card offering discounted rates at 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, like Planet 21

What you will be doing:
Greet, check-in, respond to requests and settle accounts while providing exceptional service
Take initiative to add a personalized experience
Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling

Summary of Responsibilities:
Reporting to Royal Service Supervisor, responsibilities and essential job functions include but are not limited to the following: 

• Consistently offer professional, friendly and engaging service
• Service focused personality is essential
• Answer telephone and email inquiries in a timely manner
• Assist guests regarding hotel facilities in an informative and helpful way
• Process all external and internal calls either by redirecting calls or assisting the guest
• Take ownership of the guest’s request and ensure follow up according to the hotel’s standards
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintain and monitor the “Royal Service” software system
• Serve as a liaison for guests requiring information relating to all aspects of the hotel
• Handle and distribute faxes, voice messages and written messages for internal and external guests
• Follow department policies, procedures and service standards
• Follow all safety policies 
• Other duties as assigned

Qualifications:

• Previous customer related experience required Must possess outstanding guest services skills and sophisticated verbal communication skills
• Previous Property Manager System experience preferred
• Computer literate in Microsoft Window applications required
• Must be able to type 25 words per minute
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Experience is an asset:
Prior experience working with Opera or a related system
Fluency in English
additional languages are a plus

Your team and working environment:
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.