Royal Service Agent - Telephone Operator at Accor

Fujairah City, Fujairah Emirate, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

26 Apr, 26

Salary

0.0

Posted On

26 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Services, Communication Skills, Problem Solving, Organization, Reliability, Teamwork, Attention to Detail, Calmness Under Pressure, Confidentiality, Technical Skills, Service Orientation, Emergency Procedures, Time Management, Multitasking, Software Proficiency, Interpersonal Skills

Industry

Hospitality

Description

Company Description Fairmont Hotels & Resorts Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates. About Fairmont Fujairah Beach Resort Nestled among the hidden valleys of the majestic Al Hajar Mountains, our unique beach resort lies along the coast of Dibba, the second-largest town in the emirate of Fujairah offering guests the holiday of a lifetime. About the Application Process: At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence. Job Description Consistently offer professional, friendly and engaging service Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender. Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice. 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. Act as dispatcher through Royal Service for security, guest services and other colleagues in operations. Update Service Requests and work orders and dispatch to the right department. Maintain and monitor the “Royal Service” software system and ensure that all services provided at Royal Service are always available and are carried out efficiently. Responsibly use all available systems including PMS (Property Management System), telephone system, Royal Service, fax, etc. Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency. Maintain information confidentiality. Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests. Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels. Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time. Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc. Receives and logs into the Table Management System the restaurant reservations requests with all information required. Maintaining the communication with the guests regarding the lost & found items. Creating amenities in the system for the efficient delivery and cross charging. Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity. Promotes and leads a service driven, results driven work environment. Follow department policies, procedures and service standards. Follow all safety policies and promotes a safe work environment. Other duties as assigned. Qualifications Previous role as a Telephone Operator is a must Must possess outstanding guest services skills and sophisticated verbal communication skills. Computer literate in Microsoft Windows applications required. Knowledge of Opera Property Management System an asset. Strong interpersonal and problem solving abilities. Highly organized, responsible & reliable. Ability to work well under pressure in a fast paced environment. Ability to work cohesively with fellow colleagues as part of a team. Ability to focus attention on guest needs, remaining calm and courteous at all times. Fluency in English, secondary language preferred. Must have the ability to handle a multitude of tasks and Guest requests. Embrace the Fairmont brand promise and luxury in your role and in all your interactions Foster an inclusive environment where every individual feels valued and respected. Job-Category: Rooms Job Type: Permanent Job Schedule: Full-Time

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Responsibilities

The Royal Service Agent is responsible for providing professional and friendly service by processing calls and emails, addressing guest requests, and acting as a dispatcher for various hotel services. They must maintain the Royal Service software system and ensure efficient communication with guests and departments.