Royal Service Agent

Responsibilities

• Demonstrating Reservations Reception Concierge and Royal Service standards of Service & Operational Procedures in all interactions and comply with all brand hotel and departmental policies and procedures
• Must comply with most current Accor Fairmont LQA and Forbes standards
• Have a complete working knowledge of all applicable systems machines and devices.
• Be a driving force for the brand loyalty program. Enroll new ALL loyalty members and update guest ALL profiles. Upon check any guest without an ALL members must be asked if they are a member celebrating loyalty and if not a member subsequently offered enrollment.
• Adhere to and promote the Companys Health & Safety policies to ensure a safe work environment and be knowledgeable about all safety & emergency procedures.
• Be able to handle promptly and effectively any queries arising from guests including inroom dining order taking. Following up with guests as needed within 20 minutes.
• Make and / or modify any hotel restaurant tour and transportation reservations. Enter into respective computer software.
• Maintain monitor and ensure all requests are logged and responded to in the Royal Service Manager computer system Opera KIPSU ALICE and common inboxes among other systems
• Maintain knowledge of hotel amenities and services hotel features hours of operation and hotel layout including room types rates and descriptions.
• Maintain knowledge with the hotels rooming procedure and assist as needed ensuring all guests are escorted to their room / suite / Fairmont Gold lounge and full hotel tour is conducted
• Provide information about hotel services / Promote internal outlets (Restaurants etc.) provide accurate knowledge of local area and attractions.
• Use vendors specified by Fairmont Washington D.C Georgetown (Limousine florist water taxi city tour etc.).
• Maintain reservation files  for reservation changes cancellations billing upgrading etc for all guests
• Responsible for charging noshow fees and late cancellation fees and reimbursement of noshow fees
• Request internet booking codes for negotiated accounts promo codes from Distribution Services at GRC and communicate these to the clients
• Prepare arrival and amenity reports. Research database for upcoming arrivals check preferences comments and stays for each repeat guest.
• Check and audit daily arrivals (possible duplicate reservations) daily arrivals report to make sure billing is set up accurately to set up FPC routing and to input special request codes
• Organize package elements based on arrivals
• Reservations entered on report ensuring billing is set up accurately checking for duplicates copy rate code descriptions
• Ensure proper billing instructions are setup transfers direct billing and third party payments are arranged accordingly and process advance deposits
• Maintain knowledge of current hotel selling strategies room promotions and packages.
• Upsell reservations at all points of the reservations and check in process.
• Ensure all arriving guests provide a valid method of payment; all inhouse guests are to have an authorized method of payment on file.
• Communicate VIP arrivals to designated employees for escort and delivery of amenities.
• Assign rooms in the property management system and follow through on designated requirements.
• Monitor online checkin and precheckedin requests. Coordinate room readiness with Housekeeping preregister guests and prepare room keys for guests arrival.
• Process checkin of all hotel and group guests according to established procedures and standards.
• Communicate services and amenities included in packages to guests on packages
• Complete checkout for all hotel and group guests according to established procedures and standards. Encourage folios to be sent electronically.
• Assist with bell and / or door coverage luggage storage and retrieval when needed.
• Other duties as required.

Qualifications : QUALIFICATIONS

Additional Information :

Our commitment to Diversity & Inclusion :

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

Remote Work : Employment Type :

Fulltime