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  1. Full-Time
  2. Permanent
  3. FAIRMONT
  4. Rooms

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, San Diego, United States

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REF26673N

Lead Royal Service Agent

Region

Americas



Company Description

Just east of the Pacific and slightly north of Expectation.

Welcome to Fairmont Grand Del Mar. An elegant tribute to classic Mediterranean estate, seamlessly fusing old-world charm with modern luxury. Here, an award-winning, Renaissance-inspired spa, critically acclaimed dining, exclusive boutique shopping and championship golf course.

Growth and advancement is not only available, it is actively encouraged. We promote a balanced life for our colleagues, continuously seeking new ways to improve our environment and to support our beautiful home of San Diego.


Job Description

Royal Service 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.


Rate of Pay: $21.67/hr

Summary of Responsibilities:
Reporting to Director of Guest Experience, responsibilities and essential job functions include but are not limited to the following: 

  • Consistently offer professional, friendly and engaging service
  • Update reservations ensuring a flawless check in and check out process
  • Ensure revenue is maximized by up-selling and recommending hotel facilities
  • Liaise with Sales and other departments as required
  • 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
  • Have full knowledge of the hotel’s emergency procedures
  • Follow department policies, procedures and service standards
  • Follow all safety policies 
  • Other duties as assigned
  • Assist in training new colleagues
  • Ensure standards are being consistently adhered to and provide on the spot training when there are areas for improvement
  • Maintain and update all training materials for new colleagues. Ensure they are up to date and accurate at all times
  • Conduct internal audits to ensure telephone standards are being met.
  • Prepare rooms operation for success by reviewing arrivals report in advance and ensuring all requests and needs are being met
  • Communicate effectively with Manager on Duty regarding any guest concerns and ensure follow up and resolution in a timely manner.
  • Assist in training new colleagues
  • Ensure service standards are consistently practiced and provide on the spot training when there are opportunities for improvement 
  • Maintain and update all training materials
  • Communicate effectively with Manager on Duty to ensure all guest concerns are resolved promptly and with the utmost care
  • Prepare the operation for success by reviewing arrivals report and ensuring all guests needs are met in advance 

 


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

Additional Information

    Why work for Accor?
    We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
    By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

    Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

    Our commitment to Diversity & Inclusion:
    We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

    Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.
    When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.

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