Royal Service Agent (Hotel Phone Operator)
About The Position
The Royal Service Agent, also known as a Hotel Phone Operator, will report to the Front Office Manager. This role involves consistently offering professional, friendly, and engaging service. The agent will process all external and internal calls, text messages, and emails by redirecting calls or assisting the caller. They will take ownership of caller requests, ensure follow-up according to hotel standards, and take messages when necessary. A sufficient working knowledge of all hotel departments, particularly Housekeeping, Front Office, and Engineering, is required. The agent will maintain and monitor the “Royal Service” software system and serve as a liaison for guests requiring information about the hotel. Additionally, they will handle and distribute faxes, voice messages, and written messages for guests, possess full knowledge of the hotel’s emergency procedures, and follow all department policies, procedures, service standards, and safety policies. 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
- 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
