Royal Service Supervisor

AccorHotel • Pittsburgh, PA

12d • Onsite

About The Position

Fairmont Pittsburgh, a 4 diamond LEED certified luxury hotel, is located at the heart of Pittsburgh’s business, cultural and retail hub. Fairmont Pittsburgh offers superb and distinctive guest services and accommodations in a luxury setting.

Requirements

• Ability to work all shifts including overnights, weekends, and holidays
• An operational knowledge and proficiency in Front Office Systems-Micros-Fidelio and Microsoft Office suite (Word, Excel, PowerPoint)
• Excellent written/verbal communication, coaching and interpersonal skills
• Ability to solve problems and make rational decisions.
• Strong guest service orientation, utilizing creative thinking
• Excellent follow-up and ability to work as part of a large, diverse team
• Able to balance a variety of conflicting priorities while providing guest service
• We are a dog-friendly property, comfortability to work around animals and animal dander is necessary.
• Must have proof of valid U.S. work authorization.

Nice To Haves

• Previous experience in Front Office operations or PBX operations in a luxury setting an asset

Responsibilities

• Responsible for all PBX and dispatch functions in the hotel including internal and external calls, voicemail, etc.
• Is an expert in Front Office, Housekeeping, POMEC, In-Room Dining, Food and Beverage Operations as they function as the call center of the hotel
• Perform Quality Assurance Checks to identify trends and areas of opportunity
• Assist with room checks and warming as required
• Consistently offer professional, engaging and friendly service
• Resolve guest issues and inquires
• Monitor and respond to guest inquiries via hotel text messaging platform, ensuring 24 hour accessibility and response.
• Track and coordinate Loyalty Amenities for Accor loyalty members to maintain compliance with corporate standards
• Enter, track and dispatch Engineering work order requests
• Handle Housekeeping dispatch, restaurant reservations and Lost and Found
• Provide seamless In Room Dining order taking – fully knowledgeable in the menus and the operation
• Utilize Royal Service Manager for all calls and requests to ensure trend tracking
• Create internal tickets for guest issues or complaints, while monitoring tickets for follow up and immediate resolution
• Generate ACDC arrival reports
• Handle all telecom requirements and equipment
• Review daily reports, arrival, VIP, group following up on action items
• Build strong rapport with support departments
• Administer wake up calls
• Other duties as assigned

Benefits

• Competitive salary and flexible benefit plans
• Opportunity for commissions
• Employee rates at Luxe Accor properties in North and Central America
• Learning programs through our Academies
• Opportunity to develop your talent and grow within our property and across the world!
• Ability to make a difference through our Corporate Social Responsibility and Employee Wellbeing initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed