Luxury Hotel Royal Service Agent

Fairmont Hotels & Resorts; Chicago (IL); On-site; USD 3,802,000 - 4,574,000; Full time

Benefits offered by this job

Complimentary upgrades, exclusive team

Discounts on stays across Fairmont & R

Dining and wellness discounts

Job summary

Fairmont Chicago, Millennium Park is seeking a Resort Royal Service Agent to deliver premium guest experiences by handling guest calls, directing inquiries, promoting hotel facilities, and helping create personalized stays.

Reporting to the Director of Guest Experiences, you will answer phones and emails promptly, maintain knowledge of departments (Housekeeping, Front Office, Engineering), and liaise with Sales to ensure smooth service.

Qualifications

• Proficient in English (verbal & written).
• Previous customer-related experience is an asset.
• Outstanding guest services skills and sophisticated verbal communication.
• Computer literate in Microsoft Windows.
• Prior experience with Opera or a related system.
• 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.
• Flexibility to work weekends and holidays.

Responsibilities

• Consistently offer professional, friendly and engaging service.
• Promote the hotel facilities, looking for opportunities to enhance and add a personalized experience.
• Processing all external and internal calls by redirecting calls or directly assisting the caller.
• Answer email and guest inquiries in a timely manner.
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
• Maintaining accurate records of guest calls to maintain data integrity.
• Follow department policies, procedures and service standards.
• Liaise with Sales and other departments as required.
• Understanding of the hotel’s emergency procedures and dispatching as required.
• Follow all safety policies.
• Other duties as assigned.

Skills

Guest services

Communication

Interpersonal skills

Teamwork

Problem solving

Reliability

Tools

Opera PMS

Job description

Fairmont Chicago, Millennium Park is seeking a Resort Royal Service Agent to deliver premium guest experiences by handling guest calls, directing inquiries, promoting hotel facilities, and helping create personalized stays.

Reporting to the Director of Guest Experiences, you will answer phones and emails promptly, maintain knowledge of departments (Housekeeping, Front Office, Engineering), and liaise with Sales to ensure smooth service.