Royal Service Agent

Contenuto del lavoro

• Consistently offer professional, friendly and engaging service
• Process all external and internal calls by redirecting or assisting the caller
• Take ownership of the caller’s request and ensure follow up according to hotel standards
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintain and monitor the “Royal Service” software system
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• Handle and distribute faxes, voice messages and written messages for internal and external Guests
• Have full knowledge of the hotel’s emergency procedures
• Follow department policies, procedures and service standards as well as safety policies
• Other duties as assigned
  

• Minimum one year recent experience (in the last five years) in a switchboard / front office in a similar size hotel with similar high standards of guest service, or a minimum eight months recent experience (in the last five years) in an administrative position with similar high standards of guest service

• Impeccable grooming and presentation
• Fluency in English language skills, both verbal and written
• Strong interpersonal and communication skills
• Excellent telephone manners, telephone voice
• Strong typing and clerical skills, organized and detail oriented
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and Windows, MS Office Suite an asset
• Technologically savvy an asset
• Strong knowledge of Victoria an asset
• Ability to handle many conflicting priorities at any given time and ability to work well under pressure
• Must be willing to work flexible shifts including night shifts
• A passion for guest service, with prior experience in customer service an asset
• A hospitality diploma is an asset
• Physical ability to perform the requirements of the job, including:
• Sitting for extending periods of time
• Performing repetitive work
• Occasional lifting and carrying of heavy loads.