Royal Service Agent

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

• Handle all guest requests promptly and efficiently
• Communicate internal and external guest requests via “Royal Service” software
• Maintain and monitor the “Royal Service” software system
• Ensure all requests logged in “Royal Service” software are followed up according to the hotel’s standards
• Provide information on hotel services
• Promote internal outlets (Restaurants…)
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintain an excellent relationship with all departments, in particular Housekeeping, Front Office and Engineering
• 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
• Have full knowledge of the hotel’s emergency procedures
• Maintain a safe working environment
• Assist Front Office with administrative duties as required
• Handle all the tasks requested by the manager

• Fluency in English required (verbal & written)
• Strong telephone skills
• Excellent telephone manners, telephone voice
• Strong typing and clerical skills, organized and detail oriented
• Strong interpersonal skills and English communication skills
• A hospitality diploma is an asset
• Knowledge of computerized Front Office systems required with emphasis in Micros - Fidelio based programs (Opera) and Windows, MS Office Suite an asset
• 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
• Able to work well under pressure
• Must be willing to work shifts (incl. Night shifts)
• Knowledge of a third language an asset

Experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus