Royal Service Agent Position at Fairmont The Palm

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Royal Service Agent Position at Fairmont The Palm

The Job: Royal Service Agent

Royal Service Agent
Your knowledge of the hotel and the technical skill you display when responding to Guest telephone calls will prove you truly are a Fairmont professional. As a Royal Service Agent, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.
Summary of Responsibilities: 
Reporting to the Manager, Royal Service, 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 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
  • Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office, Engineering and Food & Beverage
  • Maintain, monitor and update the ‘Guest Recovery’ log in the “Royal Service” software system, update and report where necessary to the relevant Leaders
  • Serve as a liaison for Guests requiring information relating to all aspects of the hotel
  • Handle, track and coordinate shipments relating to ‘Lost & Found’
  • Arrange guest amenities to recognize special occasions and VIP guests
  • Handle and distribute faxes, voice messages and written messages for internal and external Guests
  • Assist Guests with internet trouble-shooting
  • To be aware of hotel – internal functions and Outlet Promotions.
  • Also…

  • Awareness of outlet concepts, opening hours and F&B menus contents
  • To answer guest questions in regards to all hotel information including menu food items, beverages and wines in an informative and helpful way.
  • To be able to send out group dinner proposals and inquiries in a timely and professional manner.
  • Follow all standards for reservation policies, group policies, telephone standards, PDR bookings, VIP guests and special requests.
  • To handle any guest feedback in an appropriate manner ensuring the guest leaves the hotel completely satisfied.
  • Work closely with other Departments in ways to better serve our guests
  • Process Dining reservations for all phone inquiries.
  • Have full knowledge of the hotel’s emergency procedures
  • Follow department policies, procedures and service standards


  • Previous customer related experience an asset
  • Must be able to type 25 words per minute and the ability to multi-task
  • Computer literate in Microsoft Window applications required
  • Hospitality system knowledge such as Opera and/or PMS would be advantageous
  • Must possess outstanding guest services skills and sophisticated verbal communication skills
  • Strong interpersonal and problem solving abilities
  • Highly responsible & reliable
  • Ability to work well under pressure in a fast paced environment
  • Have the 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


December 29, 2018

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