Royal Service Agent

1 week ago

Dibba AlFujairah, United Arab Emirates FAIRMONT Full time

Company Description

"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.
Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"

**Job Description**:

- Consistently offer professional, friendly and engaging service
- 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.
- Act as dispatcher through Royal Service for security, guest services and other colleagues in operations.
- Update Service Requests and work orders and dispatch to the right department.
- Maintain and monitor the “Royal Service” software system and ensure that all services provided at Royal Service are always available and are carried out efficiently.
- Responsibly use all available systems including PMS (Property Management System), telephone system, Royal Service, fax, etc.
- Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
- Maintain information confidentiality.
- Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests.
- Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels.
- Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time.
- Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.
- Receives and logs into the Table Management System the restaurant reservations requests with all information required.
- Maintaining the communication with the guests regarding the lost & found items.
- Creating amenities in the system for the efficient delivery and cross charging.
- Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
- Promotes and leads a service driven, results driven work environment.
- Follow department policies, procedures and service standards.
- Follow all safety policies and promotes a safe work environment.
- Other duties as assigned.

**Qualifications**:

- Proficient in the English language (verbal & written), second language is an asset
- Previous customer related experience an asset
- Must possess outstanding guest services skills and sophisticated verbal communication skills
- Prior experience working with Opera or a related system 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
- Flexibility to work weekends and holidays as needed
- Ability to focus attention on guest needs, remaining calm and courteous at all times

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