Job Description

• 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.
• Monitor teams in/out times to ensure colleagues go on their meal break at the appropriate hour to avoid meal break penalties or unapproved overtime.
• 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 the 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.
• Take In-Room Dining orders for guests and enter accurately in the POS Silverware system in a timely manner.
• 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.
• Monitor and respond to guest text messages within the Hotel standard time frame (3mins).
• Control all phone calls made through switchboard and ensure they are business related.
• Develop and maintain a process for offering wakeup call services and actioning them as per standards.
• Ensure all radio communication is of business nature as per radio standards.
• Use the standard verbiage and coding system in order to maximize radio communication efficiently.
• Ensure the radios are in good working order 24/7 and report any problems to the Security Officer on duty.
• Ensure that guest attention is the utmost priority during moments of engagement.
• Demonstrate the Fairmont Brand Standards at all times by actively engaging our guests.
• Consistently follow the service essentials for front office while performing your duties and ensuring guest satisfaction.
• 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 guest preferences are highlighted to all concerned in order to offer seamless service.
• Exceed customer expectations at all times and turn moments into special memories for our guests.
• 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.
• Actively seek duties and tasks during slow periods to maximize efficiency.
• Ensure the working environment is free of safety hazards and hindrances to avoid any accidents at work.
• Report all accidents and injuries, regardless of severity, to the Security Department.
• May be asked to work a flexible schedule with various shifts including mornings, evenings, weekends, and holidays.
• Support environmental initiatives at all times.
• 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
• Regular and predictable attendance is essential to the successful performance of this position. Irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• 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.

• Computer literacy in Microsoft Office applications required.

• University/College degree in a related discipline 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.

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

• Previous experience in a luxury hotel environment an asset

• 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 $73,000 - $83,000 annually
• 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.