Royal Service Agent PBX Communications

1 month ago


Austin, Texas, United States FAIRMONT Full time

Job Description

Royal Service Agent

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

Summary of Responsibilities:

Reporting to the Royal Service Manager, responsibilities and essential job functions include but are not limited to the following:

-Consistently offer professional, friendly and engaging service
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
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
Follow all safety policies
Other duties as assigned

What is in it for you:
Paid time off
Medical, Dental and Vision Insurance, 401K
Complimentary shift meal
Employee benefit card offering discounted rates at Accor worldwide
Learning programs through our Academies and Educational Assistance for further development
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

What you will be doing:
Assist with all external and internal calls either by assisting the caller personally or redirecting calls as needed
Assist and distribute all SMS messages, emails, and voice messages for internal and external guests
Take ownership of guests' requests/concerns and ensure follow up according to the hotel's standards
Take initiative to add personalized experiences to our guests' stay
Proudly promote the hotel facilities, promotions, and special events
Maintain and monitor the "Royal Service" communication tool and other software systems
Be a central line of communication for all of the hotel's emergency procedures

Qualifications:
Qualifications

Your experience and skills include:

Service focused personality is essential; experience is an asset
Prior experience working with Opera or a related system
Fluency in English; additional languages are a plus

Additional Information
Your team and working environment:

A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience, Feel Valued, Feel Sparked, We Are One

**Our commitment to Diversity & Inclusion: **

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit

Do what you love, care for the world, dare to challenge the status quo ** #BELIMITLESS**



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