Royal Service Agent

• Responds to all incoming calls complying with Fairmont standards, and transfers them to the appropriate destination.
• Takes full accountability for all internal and external guest requests, transmitting the information to the responsible department.
• Logs all requests and ensures timely follow up to ensure a seamless service experience for guests.
• Ensures all wake-up calls are accurately logged and executed.
• Ensures that all telephone extension lists are maintained and updated regularly.
• Have a full working knowledge of emergency procedures; ensuring telephones are answered whilst coordinating communication until final evacuation.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
• Handles emergency line and elevators emergency alarms, working alongside Engineering to schedule regular maintenance checks.
• Receives and distributes faxes, voice messages and written messages for guests and internal departments.
• Possesses a full command of the systems needed to deliver the Royal Service experience (necessary training will be provided).
• Maintains knowledge of all facilities, services and promotions in order to respond confidently and effectively to inquiries.
• Proactively works with other teams as part of a guest-centric community, caring for guests and colleagues alike.
• To be ambassadors, leaving lasting impressions for our guests.
• Use natural talents to connect with the guest and create a memorable experience.
• Committed to evolving our service based on regular feedback, thus ensuring consistent deliverance of a personalized guest experience.
  

Qualifications

• Excellent command of English and confidence in communication skills
• Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties.
• Must be able to work well under pressure in a fast paced and constantly changing environment.
• Must be a strong team player, professional and motivated with excellent organizational skills.