Royal Service Agent - Part Time

Fairmont Château Laurier - Ottawa, ON (30+ days ago)

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Primary Location
: Canada-Ottawa-Fairmont Château Laurier
Employee Status
: Regular

Royal Service Agent - Full Time

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

Hotel Overview : Fairmont Château Laurier is the iconic hotel of Ottawa - Canada’s capital city. Built in the age of grandeur, Ottawa’s very own castle is a magnificent limestone edifice with turrets and masonry reminiscent of a French château. A symbol of timeless elegance, the hotel combines a distinctive blend of historic charm and modern efficiencies.

Summary of Responsibilities:
Reporting to the Royal Service & Loyalty Manager, responsibilities and essential job functions include but are not limited to the following:
Consistently offer professional, friendly and engaging service to our internal and external guests
Process all external and internal calls either by redirecting calls or assisting the caller
Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office, and Engineering
Handle and prioritize all Security, Engineering, Housekeeping, Bell Services, Valet Services, Banquets calls, and other departments as required
Maintain and monitor the “Royal Service” Dashboard and complete tasks and dispatch tickets accordingly to the appropriate departments
Ensure that all requests logged in the “Royal Service” software are followed up with according to the hotel’s standards
Maintain and monitor the “Kipsu” software system and complete tasks; dispatch requests accordingly to the appropriate departments
Be familiar with the hotel’s loyalty program, Fairmont President’s Club, and update preferences as required using Profile Plus
Take part in Guest Resolution using the SCORE platform
Be familiar with the pre-arrival emails process and assist with requests prior to guest’s arrival
Be familiar with the In Touch program and send reservation confirmations and post-stay folios upon request
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
Deliver and program wake up calls for guests
Send Secure Pay forms upon request
Maintain and ensure all guestroom telephones are in operating condition
Responsible for the co-ordinates of DID lines and their hook-ups
Have working knowledge of coordinating with outside contractors in regards to telephone repair
Have a working knowledge of any telecommunication requirements ie: conference calls, Mitel contact, additional lines as per group requirements
Responsible for organizing daily amenity report and same day amenity requests
Take in-room dining food & beverage orders
Take dining reservations for our restaurants and answer questions regarding menu items and special dining events in an informative and helpful way
Create bills and post to guest accounts
Maintain proper telephone etiquette at all times
Have full knowledge of the hotel’s emergency procedures
Follow department policies, procedures and service standards
Available to work various shifts, including overnight shifts
Follow all safety policies
Assist in the training of new colleagues
Other duties as assigned by the Royal Service and Loyalty Manager

Available to work overnight shifts
Fluent in both official languages

Must possess outstanding guest services skills

Previous related experience

Previous Point of Sale system experience preferred

Must have Smart Serve certificate

Food and Beverage experience is a strong asset

Knowledge of Micros a strong asset

Ability to function effectively in emergency situations

Very positive attitude and disposition

Highly responsible and reliable

Must be able to type 40+ words per min.

Strong familiarity with computers

Must have excellent telephone manners and experience

Excellent guest communication skills

Strong team player and self-reliant

Strong interpersonal and problem solving ability

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

Physical Aspects of Position (include but are not limited to):

Sitting throughout shift and occasional lifting and carrying up to 20 lbs

Visa Requirements: Must be eligible to work in Canada

Accessibility: Fairmont Hotels and Resorts believes in outstanding hospitality. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at 613-241-1425 x 3270 if you require accommodation.

APPLY TODAY: Whether you’re launching your career or seeking meaningful employment, we invite you to visit to learn more about Fairmont Hotels & Resorts—and the extraordinary opportunities that exist!

At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you'll find exceptional work opportunities—throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific—as well as industry-leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

Job Level
: Colleague
: Part-time
: Rotating / Shift Work
: No
Closing Date
: 18.Dec.2019, 8:59:00 PM

Job Number: