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Royal Services Agent

2 months ago

Jasper, Canada Accor Full time
Job Title: Royal Services Agent

At Fairmont Jasper Park Lodge, we are seeking a highly skilled and dedicated Royal Services Agent to join our team. As a key member of our Central Services team, you will be responsible for providing exceptional guest service and ensuring that our guests have a memorable experience.

Key Responsibilities:
  • Provide professional, friendly, and engaging service to guests via telephone and radio system
  • Follow Front Office policies, procedures, and service standards
  • Respond to guest inquiries and concerns in a timely and professional manner
  • Reserve hotel accommodations for guests in various market segments
  • Accurately record reservation information in the Central Reservations System and Property Management System
  • Monitor and review waitlisted reservations to maximize room revenues
  • Provide support to colleagues at Fairmont Global Reservations Centre
  • Monitor and track special promotions and communicate information to operational departments
  • Ensure all paperwork and confirmation letters are filed on a daily basis
  • Complete quality control checks for upcoming reservations
  • Take ownership of guest requests and ensure follow-up according to hotel standards
  • Process and distribute guest messages, wake-up calls, and faxes
  • Have a working knowledge of hotel departments, including Housekeeping, Front Office, and Engineering
  • Maintain and monitor 'Royal Service' software
  • Ensure guest requests are assigned to appropriate departments and followed up in a timely manner
  • Monitor the fire computer and fire phone, and inform Security Department of emergencies
  • Book daily excursions, golf tee times, and dining reservations as required
  • Serve as a liaison for guests requiring information on hotel services
  • Handle and distribute faxes, voice messages, and written messages for internal and external guests
  • Have full knowledge of hotel emergency procedures
  • Adhere to hotel vehicle handling and safety policies while driving hotel vehicles
  • Follow all safety and sanitation policies
Requirements:
  • Computer literate in Microsoft Windows applications
  • Minimum 1 year Front Office, Reservations, or Sales experience
  • Good knowledge of hotel facilities and previous experience with Property Manager, AccorLiveFRSReservations, FH&R Intranet, and Microsoft Office applications
  • Willingness to work shifts, including night shifts
  • Computer and typing skills, approximately 40 words per minute
  • Professional telephone etiquette and excellent command of the English language
  • Excellent organizational, written, and verbal communication skills
  • Strong interpersonal and problem-solving abilities
  • Highly responsible and reliable
  • Ability to work well under pressure in a fast-paced environment
  • Ability to work cohesively with colleagues as part of a team with minimum supervision
  • Ability to focus attention on guest needs, remaining calm and courteous at all times
Working Environment:
  • Fast-paced, upscale, luxury hotel
  • Close proximity to Marmot Basin Ski Resort in winter and world-renowned hiking trails in summer
  • Close-knit team environment with opportunities for growth and development
  • Sitting: 5-8 hours/day
  • Walking: 0-3 hours/day
  • Standing: 0-3 hours/day
  • Bending/Reaching: 0-3 hours/day
  • Pushing/Pulling: 0-3 hours/day
  • Physical effort: low, required to lift up to 30lbs
  • Environmental stress: busy atmosphere
Additional Information:

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Accor is an equal opportunity employer and welcomes diversity in the workplace. We are committed to providing a fair and inclusive environment for all employees and guests.