Royal Service Agent

Company DescriptionWhy work for Fairmont?At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.Job DescriptionWhat you will be doing:Consistently offer professional, friendly and engaging serviceAct as point of contact for all internal and external communicationsDemonstrates that all Royal Service Standard Operating Policies and Procedures are performed in all interactionsAssists guests according to Fairmont Hotels & Resorts Brand, Forbes Five Stars and AAA standardsServe as a liaison for Guests requiring information relating to all aspects of the hotelMaintains a perpetual presence by remaining attentive and answering every call, internal and external, guest and colleague, in a professional and warm manner either by assisting the caller themselves or by redirecting to the appropriate department only when neededTake ownership of the caller's request and ensure follow up according to the hotel's standards - this includes documenting the opportunity in Royal Service Manager, ensure the ticket is dispatched to the appropriate department if needed to fix, and finally closing the ticket and following up with the guest accordinglyMaintain and monitor the "Royal Service" software system and all requests entered and ensure requests are being closed in appropriate times and if not, escalate requests that are not handled in the appropriate timeAnswer all email inquiries within 24 hoursOwn the pre-arrival process for guests to include Keep In Touch, Royal Service common inbox, and action requests or emails to ensure perfect arrivalSet up reservations in order to support the perfect arrivalHandle and distribute faxes, voice messages and written messages for internal and external GuestsMaintain knowledge of hotel rates and packagesBook and enter room reservation requests using the Property Management SystemUpdate reservations including cancellations, rescheduling, shortening length of stay in accordance with Century Plaza reservation policiesAssist with Folio requests, billing inquiries, and billing correctionsSet up 3rd party billing prior to guest arrival (example: Expedia Collect reservations)Set-up routing to different windows in PM per guest request (if needed)Utilize SecurePay to properly and safely secure guests' preferred method of payment if requestedAssist external callers with assistance for already confirmed reservationsBuild Group Blocks in Property Manager when a new sales contract is receivedEnter rooming lists while ensuring accuracy, as requiredUpdate Group Room Blocks in Property Manager and maintain as neededSet up routing to correct Posting Master as communicated by Sales Contract and/or Meeting planner for all group reservations prior to guest arrival.Communicate room commitment shortages/attrition to ManagementEnsure revenue is maximized by up-selling guest rooms and recommending hotel facilities Create and action service requests for guests and Heartists and ensure that requests are completed in necessary timeTake ownership of the callers request, handle any guest concerns and ensure the issue is resolved and the guest is satisfiedFollow up on any service requests that require follow up as deemed by the Royal Service Management teamLiaise with Sales and other departments as requiredEnsuring inter-departmental communication and co-operation in the interest of better guest satisfactionAssist guests regarding hotel facilities in an informative and helpful wayStay informed of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities for the following departments: Housekeeping, Front Desk, Fairmont Gold, Engineering, Guest Services, Food and BeverageAssist with overflow as needed and overnight coverage with taking In Room Dining orders over the phoneMaintain a positive relationship with Guests and Colleagues by exceeding their expectations through anticipatory serviceEnroll guests in Accor Live Limitless loyalty program and updates profiles when applicableHandle credit card and other billing transaction inquiries such as unrecognized or incorrect postings to the roomEnsure all Guest details remain confidentialConstantly review the performance and operations of the department through monitoring LQA results and Voice of the GuestBe familiar with Hotel's technology and communication platforms and use to ensure hotel operation and guest satisfactionTroubleshoot internet connections with guest when neededHave full knowledge of the department and hotel's emergency procedures including but not limited to: fire procedures, elevator entrapments and staff/guest medicals.Compliance with all health and safety regulations of assigned tasks, and ensure a clean, hazard free, and safe working environment with active participation in the hotel health and safety programMaintain cleanliness, safety, and order in all work areas and reports any areas of concern to SupervisorComplete Daily Task ChecklistOther duties as assigned by ManagementWhat is in it for you:Gross Hourly Rate: $33.90 USDEmployee benefit card offering discounted rates in Accor worldwideLearning programs through our AcademiesOpportunity to develop your talent and grow within your property and across the world!Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCHQualificationsYour experience and skills include:Previous customer related experience an assetAbility to communicate fluently with our guests and associatesMust be able to handle a multitude of tasks in an intense, ever-changing environmentAbility to focus attention on guest needs, remaining calm and courteous at all timesPrevious PMS experience an assetComputer literate in Microsoft Window applications an assetMust be able to type 25 words per minuteMust possess a professional presentationMust be flexible in terms of working hoursStrong interpersonal and problem-solving abilitiesHighly responsible & reliableAbility to work well under pressure in a fast-paced environmentAbility to research and investigate information to enable strategic decision-makingAbility to work cohesively with fellow colleagues as part of a teamAbility to use various computer softwareMust have a strong focus on guest service/satisfaction, and exceeding expectationsMust be resourceful when handling requests for informationExcellent English communication skills both verbal and writtenHigh School Diploma or previous experience an assetHospitality Diploma is a benefitMinimum of two year's work experience in relevant discipline beneficialMinimum of one year's work experience as Royal Service Agent beneficialFluent spoken and written EnglishSecond language is an assetAdditional InformationYour team and working environment:What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the "Western White House," (as the only venue outside the White House to host state dinners), Century Plaza's place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor's Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.Visa Requirements: Must provide proof of eligibility to be employed in the United States of America.Our commitment to Diversity & Inclusion:We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/DWhy 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/