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Job Description – Royal Service Agent (CWR02344)Employee Status:
Regular
Royal Service AgentYour knowledge of the hotel and the technical skill you display when responding to Guest telephone calls- emails and text messages 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.
Hotel Overview:
Nestled at the base of Blackcomb Mountain- The Fairmont Chateau Whistler resort defines mountain luxury in the heart of Whistler- British Columbia – Host Mountain Resort of the 2010 Winter Olympics. Located in the spectacular Coastal Mountain Range- Whistler is Canada`s premier- year-round outdoor adventure destination – just two hours north of downtown Vancouver.
Offering ski-in- ski-out convenience and on-site championship golf course- The Fairmont Chateau Whistler is Whistler`s largest conference resort hotel with 529 guestrooms and suites- exceptional dining in five unique outlets and full resort amenities including a slopeside Health Club.
Since opening its doors in 1989- this landmark destination has welcomed guests and colleagues to an unforgettable mountain adventure – start yours today!
Summary of Responsibilities: Reporting to the
Royal Service Supervisor- responsibilities and essential job functions include however- are not limited to the following:
Consistently offer professional- friendly and engaging serviceProvide an easy- efficient and consistent one stop service for
guests and colleagues allowing seamless operational efficiency behind the scenes.Assist all external and internal callers and redirecting when necessaryTake ownership of the guest`s request and ensure follow up according to the hotel`s standardsHave a sufficient working knowledge of all departments- in particular Front Desk- Reservations and Concierge.Serve as a liaison for Guests requiring information relating to all aspects of the hotel and the village.Take reservations for Food and Beverage outlets as well as book Golf Tee times (seasonal)Compile- amend and review operational reports for the Executive CommitteeTake ownership of the hotel`s main common email inboxHave full working knowledge of the hotel`s emergency proceduresFollow department policies- procedures and service standardsFollow all safety policies
Other duties as assigned
Qualifications:
Previous customer related experience an asset
Must possess outstanding guest services skills and sophisticated verbal communication skills
Computer literate in Microsoft Window applications requiredPrevious Opera experience an asset
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
Physical Aspects of Position (include but are not limited to):
Frequent sitting throughout shift
Occasional standing- kneeling- pushing- pulling- lifting
Visa Requirements:
Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.