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For Companies At a Glance
- Tasks: Be the friendly voice of Fairmont, handling calls and guest requests with style.
- Company: Join Fairmont, a historic hotel serving guests since 1907 in stunning San Francisco.
- Benefits: Enjoy competitive pay, a supportive team, and opportunities for growth in hospitality.
- Why this job: Experience a vibrant work culture while making guests feel at home in a landmark hotel.
- Qualifications: Customer service experience is a plus; strong communication skills are essential.
- Other info: Must be eligible to work in the US; we value diversity and inclusion.
Company Description
Since 1907, Fairmont has served as the San Francisco residence for U.S. presidents, world leaders and entertainment stars. The landmark hotel offers 606 well-appointed guest rooms and suites, three distinctive restaurants, a health club and easy access to the city’s most popular attractions. Fairmont San Francisco is located atop Nob Hill at 950 Mason Street. Fairmont is proud to be an Equal Opportunity Employer.
Job Description
What you will be doing:
- Reporting to the Front Office 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, text messages, or emails 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 and taking messages if necessary.
- 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
Your skills and experience include:
- Previous customer related experience an asset
- Must possess outstanding guest services skills and sophisticated verbal communication skills
- Computer literate in Microsoft Window applications required
- Strong interpersonal and problem solving abilities
- Highly 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
Visa Requirements:
Must have proof of eligibility to work in the United States.
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.
Do what you love, care for the world, dare to challenge the status quo!
Royal Service Agent (Hotel Phone Operator) employer: Accor Hotels
Contact Detail:
Accor Hotels Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Royal Service Agent (Hotel Phone Operator)
✨Tip Number 1
Familiarise yourself with the Fairmont brand and its values. Understanding their commitment to exceptional guest service will help you align your responses during any interviews or conversations with the hiring team.
✨Tip Number 2
Practice your verbal communication skills, as this role requires sophisticated interaction with guests. Consider role-playing scenarios where you handle various guest requests to build confidence and fluency.
✨Tip Number 3
Research common hotel software systems, particularly those similar to 'Royal Service'. Being able to demonstrate familiarity with such tools can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Fairmont or similar hotels. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Royal Service Agent (Hotel Phone Operator)
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and skills required for the Royal Service Agent position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your customer service experience, communication skills, and any relevant technical abilities. Use bullet points for clarity and focus on achievements that demonstrate your suitability for the role.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention specific examples of how your previous experiences have prepared you for the responsibilities of a Royal Service Agent, particularly in handling guest inquiries and providing excellent service.
Proofread Your Application: Before submitting your application, thoroughly proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in the hospitality industry.
How to prepare for a job interview at Accor Hotels
✨Showcase Your Customer Service Skills
As a Royal Service Agent, your ability to provide outstanding guest service is crucial. Prepare examples from your past experiences where you successfully handled customer inquiries or resolved issues, demonstrating your communication and problem-solving skills.
✨Familiarise Yourself with the Hotel
Research Fairmont San Francisco and its services thoroughly. Understanding the hotel's history, amenities, and values will help you answer questions confidently and show your genuine interest in the role.
✨Practice Handling Pressure
The role requires working in a fast-paced environment. Think of scenarios where you had to manage multiple tasks simultaneously and practice articulating how you maintained composure and efficiency under pressure.
✨Demonstrate Teamwork
Being part of a cohesive team is essential for this position. Prepare to discuss your experiences working collaboratively with colleagues, highlighting how you contributed to a positive team dynamic and supported others.
