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Job Description – Royal Service Agent-Overnight (JPL03501)Employee Status:
Regular
Overnight Royal Service Agent
Your knowledge of the hotel and the technical skills you display when responding to Guest telephone calls will prove you truly are a Fairmont professional. As a Royal Service Agent- effective and engaging communication is the key when speaking to fellow Colleagues and Guests.
Summary of Responsibilities: Reporting to the Guest Services Manager and Night Auditer-
responsibilities and essential job functions include but are not limited to the following:
Consistently offer professional- friendly and engaging service
Follow departmental policies- procedures and service standards
Ensure all external and internal guest/colleague inquiries and concerns are answered promptly and professionally either by telephone or the radio system
Take ownership of the caller`s request and ensure follow up according to the hotel`s standards
Process and distribute all guest messages- guest wake-up calls and all incoming faxes
Have a sufficient working knowledge of all departments- in particular Housekeeping- Front Office and Engineerin
Maintain and monitor the |Royal Service| software syste
Ensure guest`s requests are assigned to appropriate departments and followed up in a timely manne
Monitor the fire computer and fire phone- and inform Security Department of all emergencies while following appropriate emergency procedure
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
Have full knowledge of the hotel`s emergency procedures
Adhere to the hotel`s vehicle handling and safety policies while driving hotel and guest vehicles
Follow all safety and sanitation policies
Other duties as assignedOpportunity for advancement into Night Audit relief
Qualifications:
Previous related experience in the Hospitality Industry an asset
Good knowledge of hotel facilities and previous Property Manager (Opera) is an asset
Computer literate in Microsoft Window applications required
Computer and typing skills- approximately 40 words per minute
Professional telephone etiquette and excellent organizational- written and verbal communication skills
Excellent communication and organizational skills
Strong interpersonal and problem solving abilities
Highly responsible & reliableValid full Alberta license or equivalent
Ability to work well under pressure in a fast-paced environment
Ability to work cohesively with fellow colleagues as part of a team with minimal supervision
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: 5-8 hrs/day
Walking: 0-3 hrs/day
Standing: 0-3 hrs/day
Bending/Reaching: 0-3 hrs/day
Pushing/Pulling: 0-3 hrs/day
Physical effort: low- required to lift up to 30lbs
Environmental stress: busy atmosphere
Visa Requirements:
Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.