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AccorHotel•Dallas, TX

About The Position

Lead, supervise, train, schedule, and evaluate Royal Service Agents, ensuring that all procedures are performed to the hotel's standards. Perform the daily responsibilities of a Royal Service Agent and assist where necessary to ensure optimum service to guests, visitors and all departments. Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction. Maintain complete knowledge of: scheduled daily activities. in-house groups. hours of operation of each outlet. features and services provided by the hotel. Evaluate the staffing requirements and prepare work schedules weekly. Ensure that the switchboard is attended at all times and that sufficient staffing is present to meet the daily business demands. Document any late or absent colleagues; maintain accurate and current colleague records. Schedule and assign staff breaks. Communicate anticipated business demands daily with each colleague (arrivals/departures, group functions, guest requests, etc.). Ensure staff's knowledge of hotel services, features and amenities. Oversee order-taking process for In-Room Dining Assign specific tasks as they arise to the Royal Service staff. Monitor and ensure that Telecommunication staff perform their job functions to the hotel's expected level of service. Review the accuracy of all guest request logs and Telecommunication Agents' worksheets. Monitor busy lines; check back with caller on hold to update status and offer to take a message. Accept, record and deliver wake-up calls. Provide callers with accurate information on hotel facilities and services. Process billing requests as needed Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction. Assist in emergency situations as central communication center for hotel. Monitor telephone system problems, maintain log of such and coordinate corrections with the telephone company representative. Coordinate emergency procedures as specified in hotel emergency manual. Prepare and submit weekly payroll records. Attend designated meetings Other duties as assigned

Requirements

College graduate or equivalent vocational training certificate.
2-years experience in supervisory role
Previous guest relations experience and/or operator experience required
Fluency in English both verbal and non-verbal.
Ability to suggestively sell.
Ability to input and access information in the property management system/computers.
Ability to: perform job functions with attention to detail, speed and accuracy.
Ability to: prioritize and organize.
Ability to: be a clear thinker, remaining calm and resolving problems using good judgement.
Ability to: follow directions thoroughly.
Ability to: understand guest’s service needs.
Ability to: work cohesively with co-workers as part of a team.
Ability to: work with minimal supervision.
Ability to: maintain confidentiality of guest information and pertinent hotel data.
Ability to: ascertain departmental training needs and provide such training.
Ability to: direct performance of staff and follow up with corrections when needed.
Visa Requirements: Successful candidates must be legally eligible to work in the United States.

Nice To Haves

Previous experience with Opera Cloud and POS Silverware preferred

Responsibilities

Lead, supervise, train, schedule, and evaluate Royal Service Agents
Perform the daily responsibilities of a Royal Service Agent
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment.
Anticipate guests’ needs, respond promptly and acknowledge all guests
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Evaluate the staffing requirements and prepare work schedules weekly.
Ensure that the switchboard is attended at all times
Document any late or absent colleagues; maintain accurate and current colleague records.
Schedule and assign staff breaks.
Communicate anticipated business demands daily with each colleague
Ensure staff's knowledge of hotel services, features and amenities.
Oversee order-taking process for In-Room Dining
Assign specific tasks as they arise to the Royal Service staff.
Monitor and ensure that Telecommunication staff perform their job functions to the hotel's expected level of service.
Review the accuracy of all guest request logs and Telecommunication Agents' worksheets.
Monitor busy lines; check back with caller on hold to update status and offer to take a message.
Accept, record and deliver wake-up calls.
Provide callers with accurate information on hotel facilities and services.
Process billing requests as needed
Document all guest complaints or problems
Assist in emergency situations as central communication center for hotel.
Monitor telephone system problems
Coordinate emergency procedures as specified in hotel emergency manual.
Prepare and submit weekly payroll records.
Attend designated meetings
Other duties as assigned

Benefits

Complimentary Shift Meal
Paid time off
Health Benefits and 401K
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academy 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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