Royal Service

AccorHotel • Pittsburgh, PA

12h

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.
What You Will Be Doing:
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

Requirements

• Ability to work all shifts including overnights, weekends, and holidays
• Previous experience in Front Office operations or PBX operations in a luxury setting an asset
• 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.
• Frequent walking and standing during shift
• May occasionally exert up to 25 pounds lift, carry, push, or pull objects
• 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: Entry Level
• Education Level: No Education Listed