Royal Service Agent / PBX Communications
About The Position
This position reports to the Royal Service Manager and is responsible for processing external and internal calls, assisting callers, and taking ownership of guest requests. The role requires a sufficient working knowledge of all hotel departments, particularly Housekeeping, Front Office, and Engineering. The Royal Service Agent will maintain and monitor the "Royal Service" software system, serve as a liaison for guests needing information, and handle faxes, voice messages, and written messages. A full understanding of the hotel's emergency procedures, along with adherence to department policies, procedures, service standards, and safety policies, is essential. Other duties may be assigned.
Requirements
- Previous customer related experience an asset
- Must possess outstanding guest services skills and sophisticated verbal communication skills
- Computer literate 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 as part of a team
- Ability to focus attention on guest needs, remaining calm and courteous at all times
Responsibilities
- Consistently offer professional, friendly and engaging service
- 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
- Maintain and monitor the “Royal Service” software system
- 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
- Follow department policies, procedures and service standards
- Follow all safety policies
- Other duties as assigned
Benefits
- Paid time off
- Medical, Dental and Vision Insurance
- 401K
- Complimentary shift meal
- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies
- Educational Assistance for further development
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
