Resort Royal Service Agent - Hotel Operator

Resort Royal Service Agent - Hotel Operator

Your knowledge of the Fairmont Scottsdale Princess and the technical skill you display when responding to Guest telephone calls will prove you truly are a Fairmont professional. As a Resort Royal Service Agent, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.

Reporting to the Director of Reservations and Royal Service, responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly and engaging service
• Proudly promote the hotel facilities, looking for opportunities to enhance and add a personalized experience
• Processing all external and internal calls by redirecting calls or directly assisting the caller
• Answer email and guest inquiries in a timely manner
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintaining accurate records of guest calls to maintain data integrity
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Liaise with Sales and other departments as required
• Understanding of the hotel’s emergency procedures and dispatching as required
• Follow all safety policies
• Other duties as assigned

Qualifications

• Proficient in the English language (verbal & written), second language is an asset

• Previous customer related experience an asset

• Must possess outstanding guest services skills and sophisticated verbal communication skills

• Computer literate in Microsoft Window applications required

• Prior experience working with Opera or a related system an asset

• Strong interpersonal and problem solving abilities

• Highly responsible & reliable

• Ability to work well under pressure in a fast paced environment

• Ability to work cohesively with fellow colleagues as part of a team

• Flexibility to work weekends and holidays as needed

• Ability to focus attention on guest needs, remaining calm and courteous at all times

• Additional Information Your team and working environment:

• A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience, Feel Valued, Feel Sparked, We Are One

Our commitment to Diversity & Inclusion:

• We are an inclusive company and our ambition is to attract, recruit and promote diverse talent

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