Royal Service Agent Hotel Phone Operator

FAIRMONT; San Francisco (CA); On-site; USD 47,000 - 52,000; Full time

Job summary

FAIRMONT San Francisco is seeking a Front Office Guest Services Associate to deliver professional, friendly service to guests and manage inquiries with poise.

Reporting to Front Office Manager, you will handle calls, messages, coordinate with Housekeeping and Engineering, and maintain the Royal Service software. Must have eligibility to work in the United States; hourly wage is $35.64 USD gross.

Qualifications

• Previous customer-related experience is asset.
• Outstanding guest services skills and verbal communication.
• Proficient in Windows applications.

Responsibilities

• Offer professional, friendly, engaging service to guests.
• Process calls, texts, or emails and redirect or assist callers.
• Take ownership of guest requests and follow up per hotel standards.
• Know departments, especially Housekeeping, Front Office and Engineering.
• Maintain and monitor the Royal Service software system.
• Liaise with Guests for information about all hotel aspects.
• Handle faxes, voice messages, and written messages for Guests.
• Know the hotel's emergency procedures and safety policies.
• Follow department policies, procedures and service standards.
• Other duties as assigned.

Skills

Guest services

Communication skills

Interpersonal skills

Team work

Calm under pressure

Problem solving

Tools

Microsoft Windows

Job description

What you will be doing:

Reporting to the Front Office 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, 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.
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

Qualifications:

Additional Information

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