Royal Service Agent

About the role

The Royal Service department is the communication hub of the resort. This role is responsible for offering friendly, timely, uncomplicated service-oriented responses to any request, ensuring guest satisfaction and team work.

Responsibilities

• Offer professional, friendly and engaging service.
• Handle Guest concerns and react quickly, logging and notifying proper areas/departments.
• Establish and maintain an effective communication process with all departments, particularly Front Office, Housekeeping, and Engineering.
• Respond to all incoming calls and emails in a timely and professional manner.
• Monitor and respond to guest Kipsu text messages within the Forbes standard time frame (3 mins).
• Control all phone calls made through switchboard and ensure they are business related.
• Offer wakeup call services and act on them according to standards.
• Ensure all communication is of business nature as per radio standards.
• Use the standard verbiage and coding system to maximize radio communication efficiently.
• Ensure the radio is in good working order 24/7 and report any problems to the Chief Security Officer.
• Demonstrate Fairmont Brand Standards at all times by actively engaging guests.
• Follow Fairmont’s service essentials for front office while performing duties and ensuring guest satisfaction.
• Explain in great detail all activities Fairmont Grand Del Mar has to offer to guests.
• Provide requested information to guests and offer suggestions/recommendations/ opinions to enhance the service.
• Ensure guest preferences are highlighted to all concerned for seamless service.
• Exceed customer expectations at all times and turn moments into memories for guests.
• Uphold and demonstrate Fairmont’s Value Statement of respect, integrity, teamwork, and empowerment.
• Achieve regular attendance and mental/physical preparedness for scheduled shifts.
• Follow all FH&R and Forbes standards when interacting with guests.
• Show outstanding guest services skills, professional presentation, and sophisticated communications skills.
• Aware of the hotel’s outlets and hours of operations, as well as any changes, and convey this information to guests.
• Give clear and concise information when communicating to guests, demonstrating empathy and responsiveness when addressing issues and concerns.
• Show superior organization skills.
• Actively seek duties and tasks during slow periods to maximize efficiency.
• Ensure the working environment is free of safety hazards and hindrances to avoid any accidents at work.
• Promote safety, security, and well-being of guests by not providing any information to anyone unless approved and not providing keys to anyone not registered to the room.
• Report all accidents and injuries, regardless of severity, to the Security Department.
• Attend all trainings as requested.
• Sign training forms after attendance.

Requirements

• Excellent work organization – ability to problem solve and respond to changing conditions or unexpected events with grace.
• Positive, outgoing and professional attitude with a passion for service.
• Previous leadership experience in guest relations preferred.
• Previous Property Management System experience required.
• Computer literacy in Microsoft Window applications required.
• University/College degree in a related discipline an asset.
• Professional presentation.
• Strong interpersonal and problem solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.
• 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.

Qualifications

• Must possess a professional presentation.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.
• 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.

Skills

• Excellent organizational skills.
• Outstanding guest services skills.
• Professional presentation.
• Problem-solving abilities.
• Communication skills.
• Leadership experience.
• Property Management System experience.
• Computer literacy in Microsoft Window applications.

Benefits

• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Learning programs through our Academies designed to sharpen your skills.
• Opportunities to make a difference through our Corporate Social Responsibility activities.
• Career development opportunities with national and international promotion possibilities.

Pay

Rate of Pay: $22.52/hour USD

Schedule

Due to the fluctuation in business levels in the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the Resort. In addition, attendance is required at all scheduled training sessions and meetings.

Additional Information

Our Commitment To Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent. Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/. Do what you love, care for the world, dare to challenge the status quo!