Royal Service Agent
Ottawa, Canada
3d ago

Summary of Responsibilities :

Reporting to the Royal Service & Loyalty Manager, responsibilities and essential job functions include but are not limited to the following :

  • Consistently offer professional, friendly and engaging service to our internal and external guests
  • Process all external and internal calls either by redirecting calls or assisting the caller
  • Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
  • Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office, and Engineering
  • Handle and prioritize all Security, Engineering, Housekeeping, Bell Services, Valet Services, Banquets calls, and other departments as required
  • Maintain and monitor the Royal Service Dashboard and complete tasks and dispatch tickets accordingly to the appropriate departments
  • Ensure that all requests logged in the Royal Service software are followed up with according to the hotel’s standards
  • Maintain and monitor the Kipsu software system and complete tasks; dispatch requests accordingly to the appropriate departments
  • Be familiar with the hotel’s loyalty program, Fairmont President’s Club, and update preferences as required using Profile Plus
  • Take part in Guest Resolution using the SCORE platform
  • Be familiar with the pre-arrival emails process and assist with requests prior to guest’s arrival
  • Be familiar with the In Touch program and send reservation confirmations and post-stay folios upon request
  • Serve as a liaison for Guests requiring information relating to all aspects of the hotel
  • Handle and distribute faxes, voice messages and written messages for internal and external Guests
  • Deliver and program wake up calls for guests
  • Send Secure Pay forms upon request
  • Maintain and ensure all guestroom telephones are in operating condition
  • Responsible for the co-ordinates of DID lines and their hook-ups
  • Have working knowledge of coordinating with outside contractors in regards to telephone repair
  • Have a working knowledge of any telecommunication requirements ie : conference calls, Mitel contact, additional lines as per group requirements
  • Responsible for organizing daily amenity report and same day amenity requests
  • Take in-room dining food & beverage orders
  • Take dining reservations for our restaurants and answer questions regarding menu items and special dining events in an informative and helpful way
  • Create bills and post to guest accounts
  • Maintain proper telephone etiquette at all times
  • Have full knowledge of the hotel’s emergency procedures
  • Follow department policies, procedures and service standards
  • Available to work various shifts, including overnight shifts
  • Follow all safety policies
  • Assist in the training of new colleagues
  • Other duties as assigned by the Royal Service and Loyalty Manager
  • Qualifications :

  • Available to work some overnight shifts
  • Fluent in both official languages
  • Must possess outstanding guest services skills

    Previous related experience

    Previous Point of Sale system experience preferred

    Must have Smart Serve certificate

    Food and Beverage experience is a strong asset

    Knowledge of Micros a strong asset

    Ability to function effectively in emergency situations

    Very positive attitude and disposition

    Highly responsible and reliable

    Must be able to type 40+ words per min.

    Strong familiarity with computers

    Must have excellent telephone manners and experience

    Excellent guest communication skills

    Strong team player and self-reliant

    Strong interpersonal and problem solving ability

    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

    Physical Aspects of Position (include but are not limited to) :

  • Sitting throughout shift and occasional lifting and carrying up to 20 lbs
  • Visa Requirements : Must be eligible to work in Canada

    Accessibility : Fairmont Hotels and Resorts believes in outstanding hospitality. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants.

    Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at 613-241-1425 x 3270 if you require accommodation.

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