Royal Services Agent

2 months ago

Jasper, Canada Accor Full time

About the Role:

We are seeking a highly skilled and customer-focused individual to join our team as a Royal Services Agent. As a key member of our front office team, you will be responsible for providing exceptional service to our guests, handling reservations, and ensuring a seamless experience for all who visit our hotel.

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 consistency and quality
  • 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, and conventions
  • Accurately record all required reservation information in our Central Reservations System and Property Management System
  • Review and update reservations to ensure accuracy and maximize room revenues
  • Monitor and track special promotions and communicate information to operational departments
  • 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 our 'Royal Service' software
  • Ensure guest requests are assigned to the 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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