Royal Service Agent (Pre-Arrival) (Full Time)

AccorHotel•Kohala Coast, HI

4d•Onsite

About The Position

This role serves as the primary pre-arrival point of contact for guests, focusing on building genuine connections through personalized communication to anticipate needs, exceed expectations, and deliver exceptional luxury experiences. The agent will proactively communicate with guests before their arrival to understand preferences, confirm special requests, and ensure all relevant information is accurately documented. This position involves coordinating dining reservations, resort activities, transportation, and other arrangements to provide a seamless experience. Additionally, the role includes preparing and coordinating special billing arrangements, floral orders, amenities, and personalized guest requests. A key aspect is personally connecting with VIP guests and Accor Live Limitless (ALL) members via email and telephone to anticipate needs and enhance their stay, while also promoting enrollment in the ALL program and ensuring compliance with brand standards.

Requirements

A minimum of two year’s experience in luxury hotel.
Fluency in English (verbal & written)
Recognized commitment to Guest Service and exceeding guest expectations
Written/verbal communication skills
Self-motivation and organizational skills with the initiative and ability to complete projects in a timely manner and proven ability to work under pressure
An operational knowledge and proficiency in Property Management System (Opera) and Microsoft Office (Word, Excel, PowerPoint)
Applicants must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.

Nice To Haves

Second language an asset
Degree or Diploma in Hospitality Management is an asset

Responsibilities

Engage as the primary pre-arrival point of contact for guests, building genuine connections through personalized communication to anticipate needs, exceed expectations, and deliver exceptional luxury experiences.
Proactively communicate with guests prior to arrival to understand their preferences, confirm special requests, and ensure all relevant information is accurately documented in their guest profile.
Assist with coordinating dining reservations, resort activities, transportation, and other arrangements to provide a seamless experience.
Prepare and coordinate special billing arrangements, floral orders, amenities, and personalized guest requests.
Personally connect with VIP guests and Accor Live Limitless (ALL) members through email and telephone to anticipate needs and enhance their stay.
Promote enrollment in the Accor Live Limitless (ALL) program by identifying opportunities to engage prospective members and deliver personalized loyalty experiences.
Ensure compliance with all Accor Live Limitless (ALL) brand standards and loyalty program operating procedures.
Monitor loyalty point redemptions and verify reservation and rate accuracy.
Ensure ALL members receive exceptional recognition, personalized communication, and elevated service throughout the pre-arrival process.
Prepare and distribute daily and weekly reports highlighting upcoming VIP and ALL member arrivals.
Create personalized "Show Me You Know Me" communications that celebrate guest preferences and special occasions.
Create and distribute weekly pre-arrival communication to operational departments, ensuring guest preferences and requests are clearly communicated.
Participate in weekly VIP review meetings to communicate guest expectations and operational priorities.
Collaborate with all hotel departments to ensure personalized service standards are consistently delivered and guest expectations are exceeded.
Anticipate guest needs and creatively personalize experiences that reflect our commitment to making special happen.
Other duties as assigned by hotel management

Benefits

Premium preferred provider medical/drug/vision benefits at competitive prices
Employer paid coverage for group life and accidental insurance coverage ($7,500) + Coverage is available for your ‘ohana!
401(k)/retirement saving plan & matching program
11 paid holiday/personal days per year
10 days of paid vacation that begin accruing immediately
50% discounts at hotel restaurants
30% discount on retail items at our Fairmont Store
30% discount of services offered in our Spa Without Walls
Travel Program with employee discounts at Accor properties + Friends & Family rates (5,000+ hotels worldwide)
Complimentary meals in our employee dining facility