Royal Service Agent Job at Fairmont Le Manoir Richelieu (San Diego)

Job Description

The Royal Service department is the communication hub of the resort. The expectations of this role are to offer a friendly, timely, uncomplicated service oriented response to any request. We are committed to problem solving, ownership, guest satisfaction and team work and live to our mission of turning moments into memories for our guests.

Job Responsibility

Consistently offer professional, friendly and engaging service
To have a complete knowledge of the hotel's emergency procedures
Handle Guest concerns and react quickly, logging and notifying proper areas/departments
Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping and Engineering
Respond to all incoming calls complying with the telephone standards and transferring them to the relevant departments
Respond to all emails in the general inbox in a timely and professional manner
Monitors and responds to guest Kipsu text messages within the Forbes standard time frame (3mins)
Controlling all phone calls made through switchboard and ensuring they are business related
Offering wakeup call services and to action them as per standards
Ensuring all communication is of business nature as per radio standards
Using the standard verbiage and coding system in order to maximize radio communication efficiently
Ensuring the radio is in good working order 24/7 and reporting any problems to the chief Security Officer
Will ensure that guest attention is the utmost priority during moments of engagement
Will demonstrate the Fairmont Brand Standards at all times by actively engaging our guests
Will consistently follow the service essentials for front office while performing your duties and ensuring guest satisfaction
Will ensure you are able to explain in great detail when conveying information on all activities that Fairmont Grand Del Mar has to offer
Will not only provide requested information to guests, but also offer suggestions/recommendations/ opinions to the guest, enhancing the service by offering your professional guidance
Will ensure guest preferences are highlighted to all concerned in order to offer seamless service
Must exceed customer expectations at all times and turn moments to memories for our guests
Will uphold and demonstrate a commitment to Fairmont's Value Statement of respect, integrity, teamwork, and empowerment
Will always arrive on time, in proper uniform, mentally and physically prepared, and following Hotel's grooming standards for their scheduled shift
Will follow all FH&R and Forbes standards when interacting with guests
Has outstanding guest services skills, professional presentation and sophisticated communication skills
Will be aware of the Hotel's outlets and hours of operations as well as any changes conveying this information to guests
Fully aware of all of the hotel activities including times + dates of availability
Able to give clear and concise information when communicating to guests, as well as demonstrating empathy & responsiveness when addressing issues and concerns
Has superior organization skills
Will actively seek duties and tasks during slow periods to maximize efficiency
Must be able to work independently
Ensures the working environment is free of safety hazards and hindrances to avoid any accidents at work
Ensuring to report all suspicious persons, packages, vehicles, luggage, and observations to Security
Ensure you promote safety, security, and well-being of our guests by not providing any information to anyone unless approved and will not provide keys to anyone not registered to the room
Ensure you report all accidents and injuries, regardless of severity, to the Security Department
Will attend all trainings as requested
Will sign training forms after attendance
Regular attendance is essential to the successful performance of this position
Due to the fluctuation in business levels in the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the Resort
Support environmental initiatives at all times
Can be allocated to any other duties as required by management

Requirements

Excellent work organization – ability to problem solve and respond to changing conditions or unexpected events with grace
Positive, outgoing and professional attitude with a passion for service
Previous PMS experience required
Computer literacy in Microsoft Window applications required
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to work well under pressure in a fast paced environment
Ability to work cohesively with fellow colleagues as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Previous leadership experience in guest relations preferred
University/College degree in a related discipline an asset
Must possess a professional presentation

Nice to have

Previous leadership experience in guest relations preferred
University/College degree in a related discipline an asset

What we offer

Employee benefit card offering discounted rates in Accor worldwide for you and your family
Learning programs through our Academies designed to sharpen your skills
Ability to make a difference through our Corporate Social Responsibility activities
Career development opportunities with national and international promotion opportunities

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Royal Service Agent

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