Royal Service Agent (Hotel Phone Operator)
About The Position
The Royal Service Agent will be responsible for handling all external and internal calls, text messages, and emails, either by redirecting calls or assisting the caller. This role requires taking ownership of guest requests, ensuring follow-up according to hotel standards, and taking messages when necessary. The agent will need to have a sufficient working knowledge of all hotel departments, particularly Housekeeping, Front Office, and Engineering, and will maintain and monitor the “Royal Service” software system. This position serves as a liaison for guests requiring information about all aspects of the hotel and handles the distribution of faxes, voice messages, and written messages. A full understanding of the hotel’s emergency procedures and adherence to department policies, procedures, service standards, and safety policies are essential. Other duties may be assigned as needed.
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 with fellow colleagues as part of a team
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Must have proof of eligibility to work in the United States.
Responsibilities
- Consistently offer professional, friendly and engaging service
- Process all external and internal calls, text messages, or emails 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 and taking messages if necessary.
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
