Royal Service - Hotel Operator

AccorHotel•Chicago, IL

4d•Onsite

About The Position

As a Resort Royal Service Agent, your knowledge of the Fairmont Chicago Millennium Park and the technical skill you display when responding to Guest telephone calls will prove you truly are a Fairmont professional. Effective and engaging communication is key when speaking to fellow Colleagues and Guests. Reporting to the Director of Guest Experiences, responsibilities and essential job functions include but are not limited to the following: Consistently offer professional, friendly and engaging service. Proudly promote the hotel facilities, looking for opportunities to enhance and add a personalized experience. Processing all external and internal calls by redirecting calls or directly assisting the caller. Answer email and guest inquiries in a timely manner. Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering. Maintaining accurate records of guest calls to maintain data integrity. Assist guests regarding hotel facilities in an informative and helpful way. Follow department policies, procedures and service standards. Liaise with Sales and other departments as required. Understanding of the hotel’s emergency procedures and dispatching as required. Follow all safety policies. Other duties as assigned.

Requirements

Proficient in the English language (verbal & written)
Previous customer related experience an asset
Must possess outstanding guest services skills and sophisticated verbal communication skills
Computer literate in Microsoft Window applications required
Prior experience working with Opera or a related system an asset
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
Flexibility to work weekends and holidays as needed
Ability to focus attention on guest needs, remaining calm and courteous at all times
Successful candidates must be legally eligible to work in the United States.

Nice To Haves

second language is an asset

Responsibilities

Consistently offer professional, friendly and engaging service
Proudly promote the hotel facilities, looking for opportunities to enhance and add a personalized experience
Processing all external and internal calls by redirecting calls or directly assisting the caller
Answer email and guest inquiries in a timely manner
Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
Maintaining accurate records of guest calls to maintain data integrity
Assist guests regarding hotel facilities in an informative and helpful way
Follow department policies, procedures and service standards
Liaise with Sales and other departments as required
Understanding of the hotel’s emergency procedures and dispatching as required
Follow all safety policies
Other duties as assigned