Job Description

Summary

The Royal Service & Reservations department is the communication hub of the resort. The expectations of this role are to offer a friendly, timely, uncomplicated service-oriented response to any request. We are committed to problem solving, ownership, guest satisfaction and teamwork and live to our mission of turning moments into special memories for our guests. As a department, Royal Service has the knowledge and tools to answer 90% of all calls and requests without transferring calls.

Your knowledge of the hotel and the technical skills you display when responding to Guest telephone calls and Managing the Royal Service & Reservations Team, will prove you truly are a Fairmont professional. In your role, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.

Responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly and engaging service.
• Will be a role model in the department; known for consistently following Hotel standards.
• Lead and supervise all aspects of the Royal Service & Reservations department and ensure all service standards are followed.
• Train all Royal Service & Reservations colleagues
• Create and implement SOP’s to improve the operations and ensure standards are being adhered to.
• Ensure all colleagues are up to date with all departmental software systems including but not limited to: OperaCloud, POS Silverware, Alice, Kipsu, Intouch, Microsoft Office, Outlook, etc.
• Schedule the team per labor management standards and in a responsible manner.
• Have a complete knowledge of the hotel’s emergency procedures.
• Handle Guest concerns and react quickly, logging and notifying proper areas/departments.
• Assist with all duties required by the team.
• Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping, Engineering, and Food & Beverage.
• Regular and or seasonal collaboration with Food and Beverage team to maintain a comprehensive knowledge of the menus, including ingredients, preparation methods, and potential allergens, to effectively answer customer inquiries and provide recommendations.
• Respond to all incoming calls complying with the telephone standards, answer inquiries, or transfer them to the relevant departments if needed.
• Respond to all emails in the general inbox in a timely and professional manner.
• Ensure all radio communication is of business nature as per radio standards.
• Ensure the team is able to explain in great detail when conveying information on all services and activities that Fairmont Breakers has to offer.
• Ensure team members always arrive on time, in proper uniform, mentally and physically prepared, and following Hotel’s grooming standards for their scheduled shift.
• Follow all FH&R, LQA standards, and Forbes standards when interacting with guests.
• Conduct audits to ensure all standards are met.
• Promote safety of our colleagues and guests.
• May be asked to work a flexible schedule with various shifts including mornings, evenings, weekends, and holidays.
• Listen and respond appropriately to employee concerns and questions, and address issues as they arise.
• Define expectations, provide feedback, holding team accountable and showing appreciation.
• Balance operational, administrative and employee needs
• Facilitate an efficient process as per hotel standards for in-room dining order taking and communicating any issues arising with the food and beverage department.
• Set-up proper billing according to accounting policies, and answer relatively basic finance inquiries, including emailing an invoice after a guest stay.
• Facilitate an efficient process for guest room requests and the timely dispatch of such requests, including housekeeping and engineering.
• Process onsite reservation requests, rooming lists, changes, and cancellations received by phone, fax, mail, or email.
• Manage and coordinate all group and individual reservations
• Build and maintain group blocks
• Process payment and review for all commissions from Travel agencies and OTAs
• Maintain close liaison with the Sales, Conference, Revenue, and Finance teams
• Build appropriate packages and promotions in the systems
• Produce daily, weekly, monthly and quarterly reports as required
• Review all Group Resumes
• Attend pre-convention meetings and revenue management meetings as required
• Maximize revenues by ensuring all Agents are knowledgeable in room product and hotel services
• Respond to challenges and obstacles with confidence, teamwork results orientation and positive attitude
• Manage payroll for the department. Run weekly and bi-weekly reports. Agents to sign off on pay discrepancy
• Answer any questions that the Global Reservations Center (GRC) or Reservations Agents may have.
• Responsible for all talent management initiatives including training, recruitment, interviews, scheduling, coaching, counseling, performance reviews, and motivating all Royal Service & Reservations team members. Support team to reach common goals
• Other tasks as assigned

Qualifications

• Excellent work organization – ability to problem solve and respond to changing conditions or unexpected events with grace.
• Positive, outgoing and professional attitude with a passion for service.
• 2-year leadership experience in guest relations required.
• Previous PMS experience required, preferably Opera Cloud.
• Previous experience in a luxury hotel environment an asset
• Computer literacy in Microsoft Office applications required.
• University/College degree in a related discipline an asset.
• 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.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Outstanding guest services skills, professional presentation and sophisticated communication skills.
• Able to give clear and concise information when communicating to guests, as well as demonstrating empathy & responsiveness when addressing issues and concerns.
• Has superior organization skills
• Must be able to work independently.
• Outgoing personality, comfortable approaching new people
• Effectively prioritize and execute tasks, demands and timelines
• Critical thinker and problem solver

Additional Information

What is in it for you:

• Salary Range: USD $76,000 to $85,000
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• Opportunity 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 WATCH

Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.

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.

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.