Royal Service (Communications Center) Agent

Job description

 

Royal Service Agent

 

Your knowledge of the hotel and the technical skill you display when responding to Guest telephone calls will prove you truly are a Fairmont professional. As a Royal Service Agent, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.

 

Hotel Overview:  Fairmont Austin offers 1,048 guestrooms and suites, along with over 140,000 square feet of meeting and event space. This is your opportunity to be part of the most innovative and passionate hotel teams in one of the fastest growing markets in the United States.

 

Summary of Responsibilities:
Reporting to the Royal Service Manager, responsibilities and essential job functions include but are not limited to the following: 

·  Consistently offer professional, friendly and engaging service
·  Process all external and internal calls either by redirecting calls or assisting the caller
·  Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
·  Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
·  Maintain and monitor the “Royal Service” software system
·  Serve as a liaison for Guests requiring information relating to 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
·  Follow department policies, procedures and service standards
·  Follow all safety policies 
·  Other duties as assigned

Qualifications:

·  Previous customer related experience an asset
·  Must possess outstanding guest services skills and sophisticated verbal communication skills
·  Computer literate in Microsoft Window applications required
·  Strong interpersonal and problem solving abilities
·  Highly responsible & reliable
·  Ability to work well under pressure in a fast paced environment
·  Ability to work cohesively with fellow colleagues as part of a team
·  Ability to focus attention on guest needs, remaining calm and courteous at all times

Physical Aspects of Position (include but are not limited to):  

·  Frequent sitting throughout shift
·  Occasional standing, kneeling, pushing, pulling, lifting

Visa Requirements:   Candidates must be legally eligible to work in the United States.

Why Work for Accor?

 

We are 300,000 experts committed to reinventing hospitality with unique and unrivalled experiences within our addresses. We’re so much more than hotels— We are a worldwide Augmented Hospitality leader. We’re creating innovative lifestyle experiences, whether you live, work or play. Blaze your own trail from 30+ hotel brands, restaurants, nightclubs, spas, co-working spaces, and tech start-ups. 

 

To connect with us, please visit careers.accor.com.