Royal Service Agent (PM)

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 colleagues worldwide, we are dedicated to delivering exceptional service, fostering a culture of excellence, and making special happen.

Hotel Overview:

Located in the heart of downtown Fairmont New Orleans will be an impressive new addition to Fairmont’s luxury portfolio, offering 250 luxury guest rooms, four food & drink venues, a rooftop pool with expansive views of the city, more than 19,000 square feet of function space, and a 10,000 square-foot spa.

This property is destined to become an illustrious destination in the Central Business District, nearby the city’s renowned and historic French Quarter.

Job Description

• Be an ambassador of Fairmont New Orleans by providing an excellent first impression.
• Greet all guests courteously, using the guest’s name whenever possible.
• Communicate internal and external guest requests via Alice system.
• Ensure all requests logged in Alice are followed up according to the hotel’s standards.
• Deliver all wake up calls within 2 minutes of the requested time in a polite manor
• Ensure knowledge of the Fairmont New Orleans.
• Provide guests and residents with accurate information about the city and things to do. 
• Be familiar with major highways and roads around city so as to direct guests without any challenges – Provide map with clear indications for requested directions when necessary.
• Use vendors specified by hotel (Limousine, florist, water taxi, city tour, etc.).
• Promote enthusiasm for local activities and sites, providing accurate descriptions of places of interest.
• Be knowledgeable about all room types and rates.
• Provide information about hotel services.
• Promote internal outlets (Restaurants, etc.).
• Enroll new Loyalty members 
• Be familiar with regular guests and residents and their requirements.
• Be familiar with and follow the VIP procedures.
• Update registration cards, ensuring that all guest histories are linked and updated correctly in the different systems.
• Maintain accurate records of all internal and external guest requests.
• Handle all guest inquiries with efficiency and follow-up within 20 minutes
• Escalate issues to the Front Office Manager as needed
• Handle and distribute faxes, voice messages, written messages and packages for internal and external guests.
• Maintain excellent communication within the Royal Service department as well as with all other departments.
• Maintain a good relationship with all colleagues from all departments.
• Participate in meetings.
• Be flexible about working extra hours as needed.
• Take action independently to assist other colleagues or other departments when they are in need. Let manager on duty know if they are stepping away from main duties to assist an outlet or any other department.
• Be familiar with the hotels rooming procedure and assist as needed, ensuring all guests are escorted to their room/suite/1907 Club and full hotel tour is conducted.
• Adhere to and promote the Company’s Health & Safety policies to ensure a safe work environment and be knowledgeable about all safety & emergency procedures.
• Ensure all necessary working tools and stationary is sufficient.
• Alert the senior member, Front Office Manager, or the relevant Department of any problems that may occur during a shift.
• Ensure that any compliments or complaints that are received are dealt with promptly in a polite and efficient manner and are entered into the Duty Manager’s Report.
• Ensure that the handover shift is smooth and complete, especially for the night shift.
• Comply will all new/changing property or department specific procedures
• Complete the duties on the reception/cashier checklists.
• Be able to handle efficiently and effectively any queries arising from guest’s accounts.
• Carry out any miscellaneous duties and responsibilities as requested by management pertaining to total quality service delivered

Qualifications

• Previous PBX Operator, Royal Service, Guest Services, Front Office, Call Center, or customer service experience preferred.
• Previous hotel or luxury hospitality experience is an asset.
• Previous experience with a PBX or hotel communications system preferred.
• Excellent verbal and written communication skills.
• Strong telephone etiquette and interpersonal skills.
• Strong organizational and multitasking abilities.
• Excellent attention to detail and accuracy.
• Strong problem-solving skills.
• Ability to remain calm, professional, and courteous in high-volume or challenging situations.
• Ability to handle confidential guest information with discretion.
• Strong computer skills and ability to learn hotel systems and technology.
• Ability to work effectively both independently and as part of a team.

Additional Information

All your information will be kept confidential according to EEO guidelines.