Royal Service Agent (Full-time)

Located on the coveted south shore of Maui in Wailea, Fairmont Kea Lani is Hawaiʻi’s only all-suite and villa luxury oceanfront resort. This newly transformed, distinctive property is located on the sunny shores of Polo Beach amongst 22 acres of tropical landscape, offering authentic Hawaiian cultural experiences and genuine personal service that embody the spirit of Aloha.

From full-moon staff hikes and beach clean-ups to appreciation luncheons and birthday holidays, our team provides endless opportunities to learn and grow in both your personal and professional development. Live and work in a place you love!

What is in it for you:

• Comprehensive benefits package (Medical, Vision and Dental) including extended benefits like; Basic life insurance, TDI and Long-Term Disability for regular Full-time and Part-time employees
• Flexible spending account (FSA)
• 401(k) retirement savings plan and matching program
• Paid Vacation, holidays, personal and sick days
• Food & Beverage, Spa and on property specific discounts (venue and property specific discounts may vary)
• Wellness Offerings
• 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!
• Employee Activities

Job Title: Royal Service Agent (Full-time)

Hourly rate: $27.49

The Royal Service Agent is the heart beat of the hotel operation.  They process all external and internal calls either by redirecting calls or assisting the caller. The Royal Service Agent takes ownership of the caller’s request and follows up according to the hotel’s standards. The Royal Service Agent is our guest’s trusted guide, providing accurate information

What you will be doing:

• Answer all incoming calls and accurately transfer callers to the appropriate extensions according to the resort’s standards
• Communicate internal and external guest requests via applicable resort software
• Maintain and monitor the Royal Service software system
• Ensure all requests logged in the Royal Service software are followed up according to the hotel’s standards
• Maintain accurate records of all internal and external guest requests and follow-up with the necessary department and/or guests in the pre-determined time frame.
• Maintain excellent communication within the Royal Service department as well as with all other departments.
• Provide guests with in room communication tools and ensure correct set-up.
• Handle and distribute faxes, voice messages and written messages for internal and external guests
• Assist Front Office with administrative duties as required
• Take and communicate In Room Dining Orders as needed
• Check work stations for necessary equipment and set up and replenish as needed.
• Ensure that overall cleanliness and maintenance of our resort exceeds expectations.
• Must be able to adhere to the State of Hawaii food handling safety standards.

Your experience and skills include:

• Minimum of one year experience in a fast paced Hotel environment involving multi-tasking, attention to detail, administrative duties and customer service.
• Previous experience in luxury hotel environment desirable. 
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera)
• Must possess computer skills, including, but not limited to, Microsoft Word, Excel, and e-mail functions.
• Must be able to speak, read, write and understand the English language.
• Requires good communication skills, both verbal and written.
• Must be able to read and write to facilitate the communication process.
• Must be service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally.
• Must be able to multi-task and be detail-oriented in a fast paced, high volume environment.

Education

• High School diploma and/or vocational training
• A Degree in Hotel/Hospitality or Tourism is an asset.

All Candidates must be in possession of identification proving authorization to work in the United States as defined in the Immigration Reform and Control Act of 1986 (IRCA). This Position does not offer sponsorship of Work Visas. Resumes submitted that cannot fulfill these requirements will not be considered.

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

Join our ‘ohana today:  Visit our website to learn more about living and working for Fairmont Hawai’i.  www.fairmonthawaiijobs.com

Why work for Accor?  You can discover a world where life pulses with passion!​

Join the Accor Group, an ecosystem of over 45 brands, 5,600 hotels, 10,000 restaurants and lifestyle places, that welcome you.  With us, your personality is valued, your opportunities for growth know no boundaries.  Every action you take has a positive and memorable impact on the experience of our customers, your colleagues, and also, on the planet, contributing to pioneering the art of responsible hospitality.

Hospitality is a work of heart! #fairmontcareers #alwayskealani