Royal Service Agent at Fairmont Hotels & Resort

Job description

Royal Service Agents are responsible for handling all incoming calls as well as treating all in house guests’ requests 24 hours a day 7 days a week in order to ensure their stay at The Fairmont Zimbali Lodge and Fairmont Zimbali Resort becomes a memorable moment

Hotel Overview: On KwaZulu-Natal’s Dolphin Coast, under an abundant forest canopy, you will find Zimbali - Zulu for “valley of flowers.” A sanctuary unlike any other in South Africa, this charming and unspoiled region is a nature lover’s wonderland. Dappled shadows from the lush vegetation and cool breezes from the Indian Ocean leave their mark on your soul. Endless beaches and clear skies invite you to relax and dream. Within this subtropical paradise, set within the serene confines of a coastal forest reserve, you will find the highest expression of exclusive hospitality: Fairmont Zimbali Lodge and Fairmont Zimbali Resort.

Summary Of Responsibilities

• Reporting to the Director, Front Office, responsibilities and essential job functions include but are not limited to the following :
• Consistently offer professional, friendly and engaging service
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned
• Responds to all external and internal calls complying with FHR policies and procedures and standards and transfers them to the appropriate destination or assisting the caller
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
• Responds to all in house guests requests and transmits the order to the corresponding departments for request to be treated complying with FHR standard
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering and their facilities, services and hours of operation in order to respond confidently and effectively to inquiries
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated
• Log all requests and ensures follow up on all of them within standard delay
• Logs and treats wake-up call requests
• Treats restaurant reservations requests in SPA soft and is aware of all on going promotions and events in the hotel
• Arranges special deliveries and celebration of special occasions for our guests
• Maintain and monitor the “Royal Service” software system
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel Receive, handle and distribute faxes, voice messages and written messages for internal and external guests, apartment tenants and internal departments
• Have full knowledge of the hotel’s emergency procedures, including following all safety policies
• Handles emergency line and elevators emergency alarms
• Participates in emergency procedures ensuring telephones are answered and coordinates communication till final evacuation
• Maintains telephone extension lists updated
• Other duties as assigned

Qualifications

• Minimum High School Certificate, Business School and / or Hotel School Diploma preferred
• Must possess outstanding guest services skills, professional presentation, sophisticated verbal communication skills, strong interpersonal and problem solving abilities, with previous customer related experience an asset
• Proficient in the English language (verbal and written), a second language is an asset
• Full proficiency in all office procedures and clerical duties
• Strong knowledge of Microsoft Office and Opera an asset
• Must be a highly responsible, reliable and cohesive team player, professional and enthusiastic with excellent organizational skills
• Must be able to work with multiple managers and prioritize tasks in an organized and self-efficient manner under pressure in a fast paced environment
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Be flexible on hours worked as dictated by business demands
• Physical Aspects of Position (include but are not limited to):
• Frequent sitting throughout shift
• Occasional standing, kneeling, pushing, pulling, lifting
• Visa Requirements: All candidates must be eligible to work in South Africa.