Royal Services Agent

Royal Service Agent
You are the beginning of an exceptional guest experience. As a Royal Service Agent, you will make our guests feel welcome and reflect the exceptional experience the come when they arrive!
 

Rate of Pay: $19.10/hr

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
  
  What you will be doing:

• Reporting to the Royal Service & Loyalty Manager, responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly and engaging service to our internal and external guests
• 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, and Engineering
• Handle and prioritize all Security, Engineering, Housekeeping, Bell Services, Valet Services, Banquets calls, and other departments as required
• Maintain and monitor the “Royal Service” Dashboard and complete tasks and dispatch tickets accordingly to the appropriate departments
• Ensure that all requests logged in the “Royal Service” software are followed up with according to the hotel’s standards
• Maintain and monitor the “Kipsu” software system and complete tasks; dispatch requests accordingly to the appropriate departments
• Be familiar with the hotel’s loyalty program, Le Club Accor, and update preferences as required in the system
• Take part in Guest Resolution using the SCORE platform
• Be familiar with the pre-arrival emails process and assist with requests prior to guest’s arrival
• Be familiar with the In Touch program and send reservation confirmations and post-stay folios upon request
• 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
• Deliver and program wake up calls for guests
• Send Secure Pay forms upon request
• Maintain and ensure all guestroom telephones are in operating condition
• Responsible for organizing daily amenity report and same day amenity requests
• Have full knowledge of the hotel’s emergency procedures
• Follow department policies, procedures and service standards
• Available to work various shifts, including overnight shifts (if need be)
• Follow all safety policies
• Other duties as assigned by the Royal Service and Loyalty Manager
• Your experience and skills include:
• Guest focused personality is essential; experience is an asset
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities
• Fluency in English; additional languages are a plus
  
  Your team and working environment:
• Just east of the Pacific and slightly north of Expectation. Welcome to Fairmont Grand Del Mar. An elegant tribute to classic Mediterranean estate, seamlessly fusing old-world charm with modern luxury. Here, an award-winning, Renaissance-inspired spa, critically acclaimed dining, exclusive boutique shopping and championship golf course. Growth and advancement is not only available, it is actively encouraged. We promote a balanced life for our colleagues, continuously seeking new ways to improve our environment and to support our beautiful home of San Diego.
  
  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, visit  https://careers.accor.com/

   

  Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS