Bilingual Royal Service Agent (Part-Time)

AccorHotel • Ottawa, ON

17h • Onsite

About The Position

The Fairmont Chateau Laurier hotel in Ottawa is looking to fill the role of Royal Service Agent (Part-Time). This position reports to the Royal Service & Loyalty Manager and involves consistently offering professional, friendly, and engaging service to internal and external guests. The role requires processing external and internal calls, taking ownership of caller requests, and ensuring follow-up according to hotel standards. The agent will also serve as a liaison for guests needing information about the hotel, deliver and program wake-up calls, send Secure Pay forms, maintain guestroom telephones, organize daily amenity reports, take in-room dining orders, make dining reservations, create and post bills to guest accounts, and maintain knowledge of the hotel's emergency procedures. The position also involves following department policies, assisting in training new colleagues, and performing other duties as assigned.

Requirements

• Available to work overnight shifts
• Fluent in both official languages
• Previous related experience
• Previous Point of Sale system experience preferred
• Must have Smart Serve certificate
• Food and Beverage experience is a strong asset
• Ability to function effectively in emergency situations
• Must possess outstanding guest services skills
• Highly responsible and reliable
• Must have excellent telephone manners and experience
• Strong familiarity with computers - Must be able to type 40+ words per min
• Strong team player and self-reliant

Nice To Haves

• Previous Point of Sale system experience
• Food and Beverage experience

Responsibilities

• 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
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• 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 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, service standards and safety policies
• Assist in the training of new colleagues
• Other duties as assigned

Benefits

• Wonderful company culture - our colleagues are at the heart of all that we do
• Food & Beverage discount of 50% in our restaurants
• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed