Resort Royal Service Agent - Hotel Operator

Fairmont Hotels & Resorts; Scottsdale (AZ); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Free meals at on-site employee dining

Employee discounts

Learning programs through Fairmont Ac

Medical and dental benefits

401K

Career development opportunities

Job summary

Fairmont Scottsdale Princess is seeking a Resort Royal Service Agent to deliver exceptional guest experiences and proactive service. You will handle guest calls, respond to inquiries, and promote hotel facilities to create personalized stays for our guests.

The role requires professional English communication, a customer-service mindset, and the ability to work in a fast-paced, team-oriented environment. Weekend and holiday shifts may be required.

Qualifications

• Proficient in English (verbal & written)
• Customer service experience is an asset
• Excellent guest service and communication skills
• Computer literacy with Windows applications
• Experience with Opera or related systems is a plus

Responsibilities

• Provide professional, friendly, and engaging service to guests
• Promote hotel facilities and enhance guest experiences
• Handle external and internal calls, and direct or assist callers
• Answer emails and guest inquiries promptly
• Maintain knowledge of departments, especially Housekeeping, Front Office and Engineering
• Keep accurate records of guest calls for data integrity
• Assist guests with hotel facilities in a helpful way
• Follow department policies, procedures, and service standards
• Coordinate with Sales and other departments as needed
• Understand and participate in hotel emergency procedures and dispatching
• Adhere to all safety policies
• Perform other duties as assigned

Skills

Guest service

Communication

Teamwork

Problem solving

Computer literacy

Opera (PMS) experience

Tools

Opera PMS

Job description

Company Description

At Fairmont, we want to bring out your highest potential. If you are unable to complete a portion of the assessment due to a disability, you may select the disability opt-out option during the assessment. This option will not impact your assessment scoring or consideration for the role.

The Fairmont Scottsdale Princess is Arizona's largest and longest running AAA Five Diamond hotel, and we want you to help us stay iconic. The Princess offers luxury and world class hospitality with 750 guestrooms, more than 300,000 square feet of meeting space, four award-winning restaurants, six sparkling heated pools, and a luxurious Well & Being Spa. Be a part of events like the WM Phoenix Open, Easter at the Princess, Summer at the Princess and Christmas at the Princess. The hotel features great benefits like matching retirement, travel discounts and more. This place really has it all - except for you!

What's in it for you

• Employee discounts at the Fairmont Scottsdale Princess, local companies and Accor worldwide for you and your family
• Free meals at our on-site employee restaurant
• Learning programs through our Academies designed to sharpen your skills
• Great Medical and Dental benefits, including two employer-funded medical plans, meaning $0 premium if you enroll in the employee-only tier! 401K, Direct Deposit, etc.
• Career development opportunities within the Fairmont Scottsdale Princess in addition to national promotion opportunities. The sky is the limit!

Job Description

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

• Consistently offer professional, friendly and engaging service
• Proudly 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
• Assist guests regarding hotel facilities in an informative and helpful way
• 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

Qualifications

• Proficient in the English language (verbal & written), second language is an asset
• Previous customer related experience an asset
• Must possess outstanding guest services skills and sophisticated verbal communication skills
• Computer literate in Microsoft Window applications required
• Prior experience working with Opera or a related system an asset
• 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 as needed
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Your team and working environment

A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience, Feel Valued, Feel Sparked, We Are One

Our commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent

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