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 customer-focused Royal Services Agent to join our team. As a key member of our Front Office team, you will be responsible for delivering exceptional guest service and ensuring that our guests have a memorable experience.

Key Responsibilities:
  • Provide professional, friendly, and engaging service to guests via telephone, email, and in-person interactions.
  • Follow Front Office policies, procedures, and service standards to ensure seamless guest experiences.
  • Respond promptly and professionally to guest inquiries and concerns, either by telephone or radio system.
  • Reserve hotel accommodations for guests in various market segments, including leisure, business travel, conventions, and wholesale.
  • Accurately record all required reservation information in the Central Reservations System (AccorLiveFRSReservations) and/or the Property Management System (Property Manager).
  • Review and update reservations to ensure accuracy and maximize room revenues.
  • 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 all upcoming reservations.
  • Take ownership of guest requests and ensure follow-up according to hotel standards.
  • Process and distribute guest messages, wake-up calls, and incoming faxes.
  • Have a working knowledge of all departments, particularly 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 the Security Department of all emergencies while following emergency procedures.
  • Book daily excursions, golf tee times, dining reservations, and other guest activities as required.
  • Serve as a liaison for guests requiring information on 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 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 fellow 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 committed to diversity, equity, and inclusion. We welcome applications from diverse candidates and are an equal opportunity employer.

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