Royal Services Agent - Jobs in Jasper

Job Description

Job DescriptionRoyal Services AgentAt Fairmont Jasper Park Lodge, all guest service has the potential to create a lasting memory when it is delivered with warmth and sincerity. Be an ambassador for our brand as a Central Services Agent, where the engaging and anticipative service you provide over the telephone will make our guests feel valued and reflect the exceptional hotel experience to come.What you will be doing:Reporting to the Royal Serviceamp; Reservations Manager, responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly and engaging service
• Follow Front Office policies, procedures and service standards
• Ensure all external and internal guest/colleague inquiries and concerns are answered promptly and professionally either by telephone or the radio system
• Respond to all Room Reservation, Rate Offering and Hotel Information inquiries promptly and professionally via telephone, fax and/or E-mail
• Reserve hotel accommodations for guests in the Leisure, Business Travel, Convention/Association, Corporate Meetings and Wholesale (FITamp; IMM) market segments
• Accurately record all required reservation information in the Central Reservations System (AccorLiveFRSReservations) and/or the Property Management System (Property Manager).
• Review and update reservations interfacing between the CRS and PMS
• Ensure reservation confirmations are issued promptly and accurately
• Monitor and review Waitlisted Reservations to help maximize Room Revenues
• Provide support to our colleagues at Fairmont Global Reservations Centre
• Monitor and track special promotions and communicate information to various operational departments
• Ensure all paperwork and confirmation letters are filed on a daily basis
• Complete quality control checks for all upcoming reservations
• Take ownership of the callers’ request and ensure follow up according to hotel’s standard
• Process and distribute all guest messages, guest wake-up calls and all incoming faxes
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintain and monitor ‘Royal Service” software
• Ensure guest requests are assigned to appropriate departments and followed up in a timely manner
• Monitor the fire computer and fire phone, and inform Security Department of all emergencies while following appropriate emergency procedures
• Book daily excursions, golf tee times, dining reservations and all other guest activities as required
• 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 hotels emergency procedures
• Adhere to the hotel’s vehicle handling and safety policies while driving hotel vehicles
• Follow all safety and sanitation policies
• Other duties as assigned