Royal Service & Reservation Agent

Job Description

Job description / Role

At Fairmont Hotels & Resorts, every guest interaction is an opportunity to create a lasting memory. We invite you to showcase your exceptional interpersonal skills as a Royal Service Agent, where the knowledgeable and personalized service you provide by telephone will make our guests feel unique and valued.

Summary of Responsibilities:

Reporting to Royal Service Supervisor, responsibilities and essential job functions include but are not limited to the following:
– Consistently offer professional, friendly and engaging service
– Book and enter room reservation requests using the Property Management System
– Enter rooming lists while ensuring accuracy, as required
– Update reservations ensuring a flawless check in and check out process
– Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
– Liaise with Sales and other departments as required
– Answer telephone and email inquiries in a timely manner
– Assist guests regarding hotel facilities in an informative and helpful way
– Process all external and internal calls either by redirecting calls or assisting the guest
– Take ownership of the guest's request and ensure follow up according to the hotel's standards
– 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