Royal Service Agent

Royal Service Agent

• Handle all guest requests promptly and efficiently
• Communicate internal and external guest requests via "Royal Service" software
• Maintain and monitor the "Royal Service" software system
• Ensure all requests logged in "Royal Service" software are followed up according to the hotel's standards
• Provide information on hotel services
• Promote internal outlets (Restaurants…)
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintain an excellent relationship with all departments, in particular Housekeeping, Front Office and Engineering
• Maintain accurate records of all internal and external guest requests and follow-up with the necessary department and/or guests in the pre-determined time frame
• Maintain excellent communication within the Royal Service department as well as with all other departments
• Provide guests with in room communication tools and ensure correct set up
• Handle and distribute faxes, voice messages and written messages for internal and external guests
• Have full knowledge of the hotel’s emergency procedures
• Maintain a safe working environment
• Assist Front Office with administrative duties as required
• Handle all the tasks requested by the manager

Qualifications

• Fluency in English required (verbal & written)

• Strong telephone skills

• Excellent telephone manners, telephone voice

• Strong typing and clerical skills, organized and detail oriented

• Strong interpersonal skills and English communication skills

• A hospitality diploma is an asset

• Knowledge of computerized Front Office systems required with emphasis in Micros - Fidelio based programs (Opera) and Windows, MS Office Suite an asset

• Prior experience in customer service an asset

• A passion for guest service

• Excellent team spirit

• Ability to handle many conflicting priorities at any given time

• Able to work well under pressure

• Must be willing to work shifts (incl. Night shifts)

• Knowledge of a third language an asset

• Additional Information

• Experience is an asset

• Prior experience working with Opera or a related system

• Strong interpersonal and problem solving abilities

• Fluency in English, additional languages are a plus