Royal Service Agent

Why work for Fairmont?

At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

What you will be doing:

• Consistently offer professional, friendly and engaging service
• Act as point of contact for all internal and external communications
• Demonstrates that all Royal Service Standard Operating Policies and Procedures are performed in all interactions
• Assists guests according to Fairmont Hotels & Resorts Brand, Forbes Five Stars and AAA standards
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• Maintains a perpetual presence by remaining attentive and answering every call, internal and external, guest and colleague, in a professional and warm manner either by assisting the caller themselves or by redirecting to the appropriate department only when needed
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards – this includes documenting the opportunity in Royal Service Manager, ensure the ticket is dispatched to the appropriate department if needed to fix, and finally closing the ticket and following up with the guest accordingly
• Maintain and monitor the “Royal Service” software system and all requests entered and ensure requests are being closed in appropriate times and if not, escalate requests that are not handled in the appropriate time
• Answer all email inquiries within 24 hours
• Own the pre-arrival process for guests to include Keep In Touch, Royal Service common inbox, and action requests or emails to ensure perfect arrival
• Set up reservations in order to support the perfect arrival
• Handle and distribute faxes, voice messages and written messages for internal and external Guests
• Maintain knowledge of hotel rates and packages
• Book and enter room reservation requests using the Property Management System
• Update reservations including cancellations, rescheduling, shortening length of stay in accordance with Century Plaza reservation policies
• Assist with Folio requests, billing inquiries, and billing corrections
• Set up 3rd party billing prior to guest arrival (example: Expedia Collect reservations)
• Set-up routing to different windows in PM per guest request (if needed)
• Utilize SecurePay to properly and safely secure guests’ preferred method of payment if requested
• Assist external callers with assistance for already confirmed reservations
• Build Group Blocks in Property Manager when a new sales contract is received
• Enter rooming lists while ensuring accuracy, as required
• Update Group Room Blocks in Property Manager and maintain as needed
• Set up routing to correct Posting Master as communicated by Sales Contract and/or Meeting planner for all group reservations prior to guest arrival.
• Communicate room commitment shortages/attrition to Management
• Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities Create and action service requests for guests and Heartists and ensure that requests are completed in necessary time
• Take ownership of the callers request, handle any guest concerns and ensure the issue is resolved and the guest is satisfied
• Follow up on any service requests that require follow up as deemed by the Royal Service Management team
• Liaise with Sales and other departments as required
• Ensuring inter-departmental communication and co-operation in the interest of better guest satisfaction
• Assist guests regarding hotel facilities in an informative and helpful way
• Stay informed of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities for the following departments: Housekeeping, Front Desk, Fairmont Gold, Engineering, Guest Services, Food and Beverage
• Assist with overflow as needed and overnight coverage with taking In Room Dining orders over the phone
• Maintain a positive relationship with Guests and Colleagues by exceeding their expectations through anticipatory service
• Enroll guests in Accor Live Limitless loyalty program and updates profiles when applicable
• Handle credit card and other billing transaction inquiries such as unrecognized or incorrect postings to the room
• Ensure all Guest details remain confidential
• Constantly review the performance and operations of the department through monitoring LQA results and Voice of the Guest
• Be familiar with Hotel’s technology and communication platforms and use to ensure hotel operation and guest satisfaction
• Troubleshoot internet connections with guest when needed
• Have full knowledge of the department and hotel’s emergency procedures including but not limited to: fire procedures, elevator entrapments and staff/guest medicals.
• Compliance with all health and safety regulations of assigned tasks, and ensure a clean, hazard free, and safe working environment with active participation in the hotel health and safety program
• Maintain cleanliness, safety, and order in all work areas and reports any areas of concern to Supervisor
• Complete Daily Task Checklist
• Other duties as assigned by Management

What is in it for you:

• Gross Hourly Rate: $33.90 USD 
• 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!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH

Your experience and skills include:

• Previous customer related experience an asset
• Ability to communicate fluently with our guests and associates
• Must be able to handle a multitude of tasks in an intense, ever-changing environment
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Previous PMS experience an asset
• Computer literate in Microsoft Window applications an asset
• Must be able to type 25 words per minute
• Must possess a professional presentation
• Must be flexible in terms of working hours
• Strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to research and investigate information to enable strategic decision-making
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to use various computer software
• Must have a strong focus on guest service/satisfaction, and exceeding expectations
• Must be resourceful when handling requests for information
• Excellent English communication skills both verbal and written
• High School Diploma or previous experience an asset
• Hospitality Diploma is a benefit
• Minimum of two year’s work experience in relevant discipline beneficial
• Minimum of one year’s work experience as Royal Service Agent beneficial
• Fluent spoken and written English
• Second language is an asset

Your team and working environment:

What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House,” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity.  A home away from home.  Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Visa Requirements:  Must provide proof of eligibility to be employed in the United States of America.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.

Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D

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