Royal Service Ambassador

6 days ago


Pittsburgh, Pennsylvania, United States Accor Full time
Job Title: Royal Service

Join our team as a Royal Service professional and be part of a luxury hotel experience that exceeds guest expectations.

Job Summary:

We are seeking a highly skilled and experienced individual to join our team as a Royal Service professional. As a key member of our front office and PBX team, you will be responsible for providing exceptional guest service, handling internal and external calls, and ensuring seamless communication between departments.

Key Responsibilities:
  • Provide professional, engaging, and friendly service to guests, resolving issues and inquiries in a timely and efficient manner.
  • Manage internal and external calls, voicemail, and other PBX functions, ensuring accurate and efficient communication.
  • Perform quality assurance checks to identify trends and areas of opportunity, contributing to continuous improvement.
  • Assist with room checks and warming as required, ensuring a seamless guest experience.
  • Monitor and respond to guest inquiries via hotel text messaging platform, providing 24-hour accessibility and response.
  • Track and coordinate loyalty amenities for Accor loyalty members, maintaining compliance with corporate standards.
  • Enter, track, and dispatch engineering work order requests, ensuring timely resolution of guest issues.
  • Handle housekeeping dispatch, restaurant reservations, and lost and found, providing a comprehensive guest service experience.
  • Provide seamless in-room dining order taking, utilizing knowledge of menus and operations to deliver exceptional service.
  • Utilize Royal Service Manager for all calls and requests, ensuring trend tracking and efficient resolution.
  • Create internal tickets for guest issues or complaints, monitoring tickets for follow-up and immediate resolution.
  • Generate ACDC arrival reports, ensuring accurate and timely information.
  • Handle all telecom requirements and equipment, ensuring seamless communication.
  • Review daily reports, arrival, VIP, and group information, following up on action items and ensuring timely resolution.
  • Build strong rapport with support departments, fostering a collaborative and effective team environment.
  • Administer wake-up calls, ensuring timely and efficient service.
Requirements:
  • Ability to work all shifts, including overnights, weekends, and holidays.
  • Previous experience in front office operations or PBX operations in a luxury setting is an asset.
  • Operational knowledge and proficiency in front office systems, including Micros-Fidelio and Microsoft Office suite (Word, Excel, PowerPoint).
  • Excellent written and verbal communication, coaching, and interpersonal skills.
  • Ability to solve problems and make rational decisions.
  • Strong guest service orientation, utilizing creative thinking.
  • Excellent follow-up and ability to work as part of a large, diverse team.
  • Able to balance a variety of conflicting priorities while providing guest service.
  • Comfortable working in a dog-friendly environment, with ability to work around animals and animal dander.
  • Frequent walking and standing during shift.
  • May occasionally exert up to 25 pounds lift, carry, push, or pull objects.
  • Must have proof of valid U.S. work authorization.
Additional Information:

Fairmont Pittsburgh is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from diverse candidates and are an inclusive company that values and respects individual differences.

Accor is a global leader in hospitality, offering a range of career opportunities and development programs. Join our team and discover a world of possibilities.



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