Royal Service Agent (Switchboard Operator) - Spring 2020

Job description

Royal Service Agent - Spring 2020
Your knowledge of the hotel and the technical skills you display when responding to Guest telephone calls will prove you truly are a Fairmont professional. As a Royal Service Agent, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.

Summary of Responsibilities:
Reporting to the Assistant Front Office Managers, responsibilities and essential job functions include but are not limited to the following: 
·  Consistently offer professional, friendly and engaging service
·  Follow departmental policies, procedures and service standards
·  Ensure all external and internal guest/colleague inquiries and concerns are answered promptly and professionally either by telephone or the radio system
·  Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
·  Process and distribute all guest messages, guest wake-up calls and all incoming faxes
·  Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
·  Maintain and monitor the “Royal Service” software system
·  Ensure guest’s requests are assigned to appropriate departments and followed up in a timely manner
·  Monitor the fire computer and fire phone, and inform Security Department of all emergencies while following appropriate emergency procedures
·  Book daily excursions, golf tee times, dining reservations and all other guest activities as required
·  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
·  Have full knowledge of the hotel’s emergency procedures
·  Adhere to the hotel’s vehicle handling and safety policies while driving hotel and guest vehicles
·  Follow all safety and sanitation policies
·  Other duties as assigned

Qualifications:
·  Previous related experience in the Hospitality Industry an asset
·  Good knowledge of hotel facilities and previous Property Manager (Opera) is an asset
·  Computer literate in Microsoft Window applications required
·  Computer and typing skills, approximately 40 words per minute
·  Professional telephone etiquette and excellent organizational, written and verbal communication skills
·  Excellent communication and organizational skills
·  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 with minimal supervision
·  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: 5-8 hrs/day
·  Walking: 0-3 hrs/day
·  Standing: 0-3 hrs/day
·  Bending/Reaching: 0-3 hrs/day
·  Pushing/Pulling: 0-3 hrs/day
·  Physical effort: low, required to lift up to 30lbs
·  Environmental stress: busy atmosphere

 

  Visa Requirements:   Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.  

APPLY TODAY: Whether you’re launching your career or seeking meaningful employment, we invite you to visit http://www.fairmontcareers.com/ to learn more about Fairmont Hotels & Resorts—and the extraordinary opportunities that exist!

ABOUT FAIRMONT HOTELS & RESORTS
At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you'll find exceptional work opportunities—throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific—as well as industry-leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!