Royal Service Agent

Company Description

Join
us at Accor,
where
life pulses
with
passion!

As apioneerin the art ofresponsiblehospitality, the Accor Groupgathersmorethan
45 brands, 5,600hotels, 10,000 restaurants, and lifestyle destinations in 110 countries.

Whileeachbrand hasitsownpersonality,whereyouwillbeable totrulyfindyourself,theyallshareacommonambition: tokeepinnovatingandchallengingthestatus-quo.

Byjoiningus,youwillbecomea

Heartist,becausehospitalityis, first and foremost, aworkofheart.

Youwilljoinacaringenvironmentand a teamwhereyoucanbeallyouare. Youwillbein asupportiveplace togrow, tofulfilyourself, todiscoverotherprofessions and topursuecareeropportunities, inyourhotelor inotherhospitalityenvironments, inyourcountry oranywherein the world!

Youwillenjoyexclusivebenefits,specific to thesectorandbeyond, aswellasstrongrecognition foryourdailycommitment.

Everythingyouwilldowithus,regardlessofyourprofession,willofferadeepsenseofmeaning, tocreatelasting,memorableandimpactfulexperiencesforyourcustomers,foryourcolleaguesand for theplanet.

Hospitality
isa
work
of
heart,
Join
us and
becomea
Heartist.

The Royal Service Agent's primary responsibility is to serve as a communication liaison for guests, (both internal and external) requiring information relating to all aspects of the hotel including: meeting guest requests, taking and placing in-room dinning orders, making hotel, meal and tour reservations, placing wake up calls, placing requests in the Royal Service Program. The Royal Service Agent will take ownership of the caller's request and ensure follow 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 Aliceare followed up according to the hotel's standards.
• Deliver all wake up calls within 2 minutes of the requested time in a polite manor
• Ensure knowledge of the Washington D.C. area.
• Provide guests and residents with accurate information about the city and things to do.
• Be familiar with major highways and roads around city so as to direct guests without any challenges - Provide map with clear indications for requested directions when necessary.
• Use vendors specified by Fairmont Washington,
  
  D.C, Georgetown (Limousine, florist, water taxi, city tour, etc.).
• Promote enthusiasm for local activities and sites, providing 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 and residents and their requirements.
• Be familiar with and follow the VIP procedures.
• Update registration cards, ensuring that all guest histories are linked and updated correctly in the different systems.
• Maintain accurate records of all internal and external guest requests.
• Handle all guest 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 internal and external guests.
• Maintain excellent communication within the Royal Service department as well as with all other departments.
• Maintain a good relationship with all colleagues from all departments.
• Participate in meetings.
• Be flexible about working extra hours as needed.
• Take action independently to assist other colleagues or other departments when they are in need. Let manager on duty know if they are stepping away from main duties to assist an outlet or any other department.
• Be familiar with the hotels rooming procedure and assist as needed, ensuring all guests are escorted to their room/suite/Gold lounge and full hotel tour is conducted.
• Adhere to and promote the Company's Health & Safety policies to ensure a safe work environment and be knowledgeable about all safety & emergency procedures.
• Ensure all necessary working tools and stationary is sufficient.
• Alert the senior member, Director of Front Office, or the relevant Department of any…