Royal Service Agent

Overview

The Royal Service Agent’s primary responsibility is to serve as a communication liaison for guests, requiring information relating to all aspects of the hotel including meeting guest requests, in-room dining orders, hotel, meal and tour reservations, wake up calls, and requests in the Royal Service Program. The Royal Service Agent takes ownership of the caller’s request and follows up according to the hotel’s standards.

• Be an ambassador of Fairmont Washington, D.C., Georgetown by providing an excellent first impression.
• Greet all guests courteously, using the guest’s name whenever possible.
• Communicate internal and external guest requests via Alice system.
• Ensure all requests logged in Alice are followed up according to the hotel’s standards.
• Deliver wake up calls within 2 minutes of the requested time in a polite manner.
• Maintain knowledge of the Washington D.C. area and provide guests with accurate information about the city and things to do.
• Be familiar with major highways and roads to direct guests and provide maps when necessary.
• Use vendors specified by the property (Limousine, florist, water taxi, city tours, etc.).
• Promote enthusiasm for local activities with accurate descriptions of places of interest.
• Be knowledgeable about all room types and rates; provide information about hotel services.
• Promote internal outlets (Restaurants, etc.).
• Enroll new Loyalty members.
• Be familiar with regular guests, residents, VIP procedures, and guest histories in the systems.
• Update registration cards and ensure guest histories are linked and updated.
• Maintain accurate records of all guest requests; handle inquiries with efficiency and follow-up within 20 minutes.
• Escalate issues to the Front Office Manager as needed.
• Handle and distribute faxes, voice messages, written messages and packages for guests.
• Maintain excellent communication within the Royal Service department and with other departments; foster good relationships with colleagues.
• Participate in meetings; be flexible about working extra hours as needed.
• Take action independently to assist other colleagues or departments when needed; notify the manager on duty if stepping away from main duties.
• Assist with hotel rooming procedures and conduct full hotel tours as needed.
• Adhere to and promote Health & Safety policies and be knowledgeable about safety and emergency procedures.
• Ensure working tools and stationery are sufficient.
• Alert senior staff of any problems during a shift; handle compliments or complaints promptly and document in the Duty Manager’s Report.
• Ensure smooth handover between shifts, especially night shifts.
• Comply with all property and department procedures; complete duties on reception/cashier checklists; handle guest account queries efficiently.
• Carry out miscellaneous duties as requested by management to deliver total quality service.

• Competitive Salary
• Paid Time Off
• Medical, Dental and Vision Insurance, 401K
• Employee benefit card offering discounted rates worldwide
• Learning programs through our Academies
• Opportunity to develop and grow within the property and across the world
• Contribution to Corporate Social Responsibility activities

Rate of Pay: $ per hour

• Excellent written and verbal communication skills; second language is an asset.
• Excellent telephone manners, organized and detail-oriented; strong typing and clerical skills; ability to multitask.
• Past experience as a telephone operator is a plus; proficient in Microsoft Office.
• Strong interpersonal and English communication skills.
• Ability to carry a minimum of 30 pounds, stand or sit for long periods; familiarity with computerized Front Office systems (Opera) and Windows; MS Office is an asset.
• Prior customer service experience is an asset.
• Passion for guest service; excellent team spirit; ability to manage multiple priorities and work well under pressure.
• Willingness to work all shifts, including overnight shifts.

All information will be kept confidential according to EEO guidelines.