Luxury Hotel Concierge Expert

4 days ago

Jasper, Canada Accor Full time
Job Description

We are seeking a highly skilled and experienced Central Services Agent to join our team at Fairmont Jasper Park Lodge.

About Us

Fairmont Jasper Park Lodge is a luxurious hotel located in the Canadian Rocky Mountains, offering an unparalleled work/play lifestyle. Our hotel features a wide range of departments, providing endless opportunities for career growth and development.

Your Role

As a Central Services Agent, you will be responsible for delivering exceptional guest service over the telephone, ensuring that every interaction is warm, sincere, and memorable. Your primary responsibilities will include:

  • Providing professional, friendly, and engaging service to all guests
  • Following Front Office policies, procedures, and service standards
  • Responding to external and internal guest/colleague inquiries and concerns promptly and professionally via telephone or radio system
  • Reserving hotel accommodations for guests in various market segments, including leisure, business travel, conventions, and wholesale
  • Accurately recording all required reservation information in the Central Reservations System and Property Management System
  • Reviewing and updating reservations to ensure seamless communication between systems
  • Issuing reservation confirmations accurately and in a timely manner
  • Maintaining waitlisted reservations to maximize room revenues
  • Supporting colleagues at Fairmont Global Reservations Centre
  • Monitoring special promotions and communicating information to operational departments
  • Ensuring all paperwork and confirmation letters are filed daily
  • Performing quality control checks on upcoming reservations
  • Taking ownership of callers' requests and following up according to hotel standards
  • Processing and distributing guest messages, wake-up calls, and incoming faxes
Requirements

To succeed in this role, you will need:

  • Computer literacy in Microsoft Windows applications
  • A minimum of 1 year experience in Front Office, Reservations, or Sales
  • Good knowledge of hotel facilities and experience with Property Manager, AccorLiveFRSReservations, FH&R Intranet, and Microsoft Office applications
  • Ability to work shifts, including nights
  • 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
  • High level of responsibility and reliability
  • Ability to work well under pressure in a fast-paced environment
  • Ability to work cohesively with colleagues as part of a team with minimal supervision
  • Ability to focus attention on guest needs, remaining calm and courteous at all times
What We Offer

Fairmont Jasper Park Lodge offers a competitive salary range of $50,000 - $60,000 per annum, depending on experience. In addition, we offer a range of benefits, including:

  • Opportunities for career growth and development
  • Fast-paced, upscale work environment
  • Closing proximity to Marmot Basin Ski Resort in winter and world-renowned hiking trails in summer
  • Employee discounts and perks
  • Ongoing training and support

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