Royal Service Operator

AccorHotel • Sonoma, CA

15d

About The Position

Reporting to the Director, Front Office, responsibilities and essential job functions include but are not limited to the following: Consistently offer professional, friendly and engaging service Process all external and internal calls either by redirecting or assisting the caller Take ownership of the caller’s request and ensure follow up according to the hotel’s standards Serve as a liaison for Guests requiring information relating to all aspects of the hotel Keep up to date on Hotel and local information, ensuring knowledge of all departments Process Room Service orders, confirming accuracy Handle guest concerns and react quickly, logging and notifying proper areas Maintain and monitor the “Royal Service” software system 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

Requirements

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Strong English communication skills both verbal and written
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Service focused personality and passion for hospitality
• 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
• Open availability
• Able to work weekends, Holidays as needed.

Nice To Haves

• Previous customer service experience preferred
• Previous Property Management System preferred
• Computer literate in Microsoft Window applications

Responsibilities

• Consistently offer professional, friendly and engaging service
• Process all external and internal calls either by redirecting or assisting the caller
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• Keep up to date on Hotel and local information, ensuring knowledge of all departments
• Process Room Service orders, confirming accuracy
• Handle guest concerns and react quickly, logging and notifying proper areas
• Maintain and monitor the “Royal Service” software system
• 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

Benefits

• Launch into your hospitality leadership career by building a foundation through hands on meaningful experiences in Human Resources and Resort Operations
• Employee benefit card offering discounted rates in Accor worldwide, including Fairmont Hotels
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and our Diversity & Inclusion initiatives
• Learning programs through our Academies
• Competitive and flexible Health Care Benefit Plans to meet you and your family’s unique needs
• Vacation Benefits after 90 days, 401k match at 100% of first 4% of contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees