Telephone Operator / Royal Service Agent

Accor Hotels; Maringá; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

Accor Hotels recherche un Agent de Service Royal pour offrir un service exceptionnel aux clients. Ce poste implique l'accueil des clients, la gestion des demandes et la promotion des installations de l'hôtel. Les candidats doivent avoir une expérience en service client et d'excellentes compétences en communication.

Serviços

Carte de réduction pour les employés

Programmes d'apprentissage

Qualificações

• Expérience préalable en service client requise.
• Compétences en communication verbale sophistiquées.
• Capacité à travailler sous pression dans un environnement dynamique.

Responsabilidades

• Accueillir et enregistrer les clients tout en fournissant un service exceptionnel.
• Répondre aux demandes des clients par téléphone et par e-mail.
• Promouvoir les installations de l'hôtel et chercher des opportunités de vente.

Conhecimentos

Compétences en service client

Communication verbale

Résolution de problèmes

Ferramentas

Système de gestion de propriété (Opera)

Microsoft Windows

Descrição da oferta de emprego

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

Royal Service & Reservation Agent

At Fairmont Hotels & Resorts, every guest interaction is an opportunity to create a lasting memory. We invite you to showcase your exceptional interpersonal skills as a Royal Service Agent, where the knowledgeable and personalized service you provide by telephone will make our guests feel unique and valued.

What is in it for you:
Employee benefit card offering discounted rates at Accor worldwide
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:
Greet, check-in, respond to requests and settle accounts while providing exceptional service
Take initiative to add a personalized experience
Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling

Qualifications

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

• Consistently offer professional, friendly and engaging service
• Service focused personality is essential
• Answer telephone and email inquiries in a timely manner
• Assist guests regarding hotel facilities in an informative and helpful way
• Process all external and internal calls either by redirecting calls or assisting the guest
• Take ownership of the guest’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
• Follow department policies, procedures and service standards
• Follow all safety policies
• Other duties as assigned

Qualifications:

• Previous customer related experience required Must possess outstanding guest services skills and sophisticated verbal communication skills
• Previous Property Manager System experience preferred
• Computer literate in Microsoft Window applications required
• Must be able to type 25 words per minute
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Additional Information

Experience is an asset:
Prior experience working with Opera or a related system
Fluency in English
additional languages are a plus

Your team and working environment:
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.