Royal Service Agent - Telephone Operator

Responsibilities

• Consistently offer professional, friendly and engaging service
• Process all external and internal calls and emails by redirecting or assisting
• Promptly answer telephone calls and emails in a clear, friendly, and courteous tone
• Take ownership of caller requests and ensure follow-up according to hotel standards
• Maintain sufficient working knowledge of all departments (Housekeeping, Front Office, Engineering)
• Act as dispatcher for security, guest services, and operations
• Update service requests and work orders and dispatch to the right department
• Maintain and monitor the Royal Service software system
• Use PMS, telephone systems, and fax responsibly
• Maintain upkeep of telephone and related equipment
• Maintain information confidentiality
• Transcribe and verify messages for accuracy
• Provide time and information during emergencies and guest requests
• Manage wake-up call requests and delivery
• Serve as a liaison for guests regarding F&B, Reservations, and meeting rooms
• Log restaurant reservations into the Table Management System
• Manage communication regarding lost & found items
• Create amenities in the system for efficient delivery and cross-charging
• Follow all safety policies and department procedures

Requirements

• Previous role as a Telephone Operator is a must
• Outstanding guest services skills and sophisticated verbal communication skills
• Computer literate in Microsoft Windows applications
• Knowledge of Opera Property Management System is an asset
• Strong interpersonal and problem solving abilities
• Highly organized, responsible, and 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
• Fluency in English; secondary language preferred
• Ability to handle a multitude of tasks and guest requests
• Embrace the Fairmont brand promise and luxury excellence