Royal Service Agent

Company Description

At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

Job Description

You represent Fairmont Century Plaza with enthusiasm and pride, providing exceptional service and attention for each guest you encounter. You are energetic and confident, and will encourage your teammates to achieve and be positive while being entrusted with the responsibility of ensuring the best possible experience for your guests at all times in a friendly, courteous, helpful, timely and professional manner.

The Royal Service Agent is responsible for delivering exceptional service to our colleagues, guests, and visitors through efficient and accurate management of reservations and guest inquiries. Your dedication, organization, and professionalism will ensure a seamless guest experience, making our hotel a preferred destination. The Royal Service Agent handles all daily tasks and functions related to reservations and guest communication, acting as an integral part of the operations team.

What you will be doing:

• Consistently offer professional, friendly and engaging service
• You demonstrate that all Royal Service Standard Operating Policies and Procedures are performed in all interactions
• You maintain a perpetual presence by remaining attentive and answering every call, internal and external, guest and colleague, in a professional and warm manner
• You answer email inquiries within 24 hours
• You assist guests according to Fairmont Hotels & Resorts Brand Standards
• You book and enter room reservation requests using the Property Management System
• You carry out all reservation functions such as updating reservations including cancellations, rescheduling, shortening length of stay in accordance with Century Plaza reservation policies
• You enter rooming lists while ensuring accuracy, as required
• You ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
• You create and action service requests for guests and Heartists and ensure that requests are completed in necessary time
• You carry out the enhanced wake up call program for the hotel’s guests
• You assist in taking and completing orders for In Room Dining during high calls volumes
• You carry out all Front Desk functions such as Room Moves, Billing Issues, Check out, Check in, and any other assigned duties
• You take ownership of the callers request, handle any guest concerns and ensure the issue is resolved and the guest is satisfied
• You escalate requests that are not handled in the appropriate time
• You follow up on any service requests that require follow up as deemed by the Royal Service Management team
• You liaise with Sales and other departments as required
• You assist guests regarding hotel facilities in an informative and helpful way
• You stay informed of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities
• You maintain a positive relationship with Guests and Colleagues by exceeding their expectations through anticipatory service
• You enroll guests in Accor Live Limitless loyalty program and updates profiles when applicable
• You handle credit card and other billing transaction inquiries such as unrecognized or incorrect postings to the room
• You ensure all Guest details remain confidential
• You constantly review the performance and operations of the department through monitoring LQA results and Voice of the Guest
• You maintain cleanliness, safety, and order in all work areas and reports any areas of concern to Supervisor
• You are familiar with Hotel’s technology and communication platforms, and use to ensure hotel operation and guest satisfaction
• Other duties as assigned

What is in it for you:

• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential
• 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 WATCH
• Hourly Rate: $32.75

Qualifications

Your experience and skills include:

• High School Diploma or previous experience a