Royal Services Agent

6 days 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.
  • 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 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 all upcoming reservations.
  • Take ownership of callers' 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.

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