Royal Service Agent - Part Time

Job description

Royal Service Agent - Part Time

Your knowledge of the hotel and the technical skill you display when responding to Guest telephone calls will prove you truly are a Fairmont Château Laurier professional. As a Royal Service Agent, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.

 

Hotel Overview :  Fairmont Château Laurier is the iconic hotel of Ottawa - Canada’s capital city. Built in the age of grandeur, Ottawa’s very own castle is a magnificent limestone edifice with turrets and masonry reminiscent of a French château. A symbol of timeless elegance, the hotel combines a distinctive blend of historic charm and modern efficiencies.

Summary of Responsibilities:

Reporting to the Royal Service & Loyalty Manager, responsibilities and essential job functions include but are not limited to the following: 
·  Consistently offer professional, friendly and engaging service to our internal and external guests
·  Process all external and internal calls either by redirecting calls or assisting the caller
·  Take ownership of the caller’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
·  Handle and prioritize all Security, Engineering, Housekeeping, Bell Services, Valet Services, Banquets calls, and other departments as required
·  Maintain and monitor the “Royal Service” Dashboard and complete tasks and dispatch tickets accordingly to the appropriate departments
·  Ensure that all requests logged in the  “Royal Service” software are followed up with according to the hotel’s standards
·  Maintain and monitor the “Kipsu” software system and complete tasks; dispatch requests accordingly to the appropriate departments
·  Be familiar with the hotel’s loyalty program, Fairmont President’s Club, and update preferences as required using Profile Plus
·  Take part in Guest Resolution using the SCORE platform
·  Be familiar with the pre-arrival emails process and assist with requests prior to guest’s arrival
·  Be familiar with the In Touch program and send reservation confirmations and post-stay folios upon request
·  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
·  Deliver and program wake up calls for guests
·  Send Secure Pay forms upon request
·  Maintain and ensure all guestroom telephones are in operating condition
·  Responsible for the co-ordinates of  DID lines and their hook-ups
·  Have working knowledge of coordinating with outside contractors in regards to telephone repair
·  Have a working knowledge of any telecommunication requirements ie: conference calls, Mitel contact, additional lines as per group requirements
·  Responsible for organizing daily amenity report and same day amenity requests
·  Take in-room dining food & beverage orders
·  Take dining reservations for our restaurants and answer questions regarding menu items and special dining events in an informative and helpful way
·  Create bills and post to guest accounts
·  Maintain proper telephone etiquette at all times
·  Have full knowledge of the hotel’s emergency procedures
·  Follow department policies, procedures and service standards
·  Available to work various shifts, including overnight shifts
·  Follow all safety policies 
·  Assist in the training of new colleagues
·  Other duties as assigned by the Royal Service and Loyalty Manager

 

 

Qualifications:

·  Available to work some overnight shifts
·  Fluent in both official languages
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Must possess outstanding guest services skills

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Previous related experience

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Previous Point of Sale system experience preferred

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Must have Smart Serve certificate

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Food and Beverage experience is a strong asset

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Knowledge of Micros a strong asset

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Ability to function effectively in emergency situations

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Very positive attitude and disposition

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Highly responsible and reliable

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Must be able to type 40+ words per min.

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Strong familiarity with computers

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Must have excellent telephone manners and experience

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Excellent guest communication skills

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Strong team player and self-reliant

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Strong interpersonal and problem solving ability

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Ability to work well under pressure in a fast paced environment

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Ability to work cohesively with fellow colleagues as part of a team

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Ability to focus attention on guest needs, remaining calm and courteous at all times

Physical Aspects of Position (include but are not limited to):  

·  Sitting throughout shift and occasional lifting and carrying up to 20 lbs

Visa Requirements:   Must be eligible to work in Canada

 

Why Work for Accor?

We are 300,000 experts committed to reinventing hospitality with unique and unrivalled experiences within our addresses. We’re so much more than hotels—We are a worldwide Augmented Hospitality leader. We’re creating innovative lifestyle experiences, whether you live, work or play. Blaze your own trail from 30+ hotel brands, restaurants, nightclubs, spas, co-working spaces, and tech start-ups. 

To connect with us, please visit careers.accor.com.