Royal Service Agent (Hotel Phone Operator)

Fairmont Hotels & Resorts; San Francisco (CA); On-site; USD 47,000 - 52,000; Full time

Job summary

Fairmont Hotels & Resorts in San Francisco seeks a friendly, professional Guest Services Associate to deliver outstanding service at the front desk. You will handle external and internal inquiries, manage calls, texts, and emails, and ensure requests are followed through with courtesy and efficiency.

You should know hotel operations across Housekeeping, Front Office and Engineering, maintain our Royal Service software, and act as a liaison for guests seeking information.

Qualifications

• Experience in customer service is preferred.
• Strong verbal communication and guest relations skills.
• Able to work in a fast-paced environment.

Responsibilities

• Offer professional, friendly, and engaging service.
• Process external and internal calls, texts, or emails.
• Take ownership of requests and ensure follow-up.
• Know departments, especially Housekeeping, Front Office and Engineering.
• Maintain and monitor the Royal Service software.
• Serve as a liaison for guests seeking information.
• Handle and distribute faxes and messages.
• Follow hotel emergency procedures.
• Adhere to safety policies and department standards.
• Other duties as assigned.

Skills

Guest services

Communication skills

Interpersonal skills

Ability to work under pressure

Teamwork

Reliability

Call handling

Multitasking

Tools

Microsoft Windows

Job description

Company Description

Since 1907, Fairmont has served as the San Francisco residence for U.S. presidents, world leaders and entertainment stars. The landmark hotel offers 606 well-appointed guest rooms and suites, three distinctive restaurants, a health club and easy access to the city’s most popular attractions. Fairmont San Francisco is located atop Nob Hill at 950 Mason Street.

Company Description

Since 1907, Fairmont has served as the San Francisco residence for U.S. presidents, world leaders and entertainment stars. The landmark hotel offers 606 well-appointed guest rooms and suites, three distinctive restaurants, a health club and easy access to the city’s most popular attractions. Fairmont San Francisco is located atop Nob Hill at 950 Mason Street.

Fairmont is proud to be an Equal Opportunity Employer. Feel free to visit our website at http://www.fairmont.com/ to find out more about our company.
EOE/M/F/D/V

Job Description

What you will be doing:

• Consistently offer professional, friendly and engaging service
• Process all external and internal calls, text messages, or emails 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 and taking messages if necessary.
• 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
• Hourly Rate: $35.64 USD Gross per hour

Your Skills And Experience Include

• 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

Visa Requirements

Must have proof of eligibility to work in the United States.

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. 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

Additional Information

All your information will be kept confidential according to EEO guidelines.