warmth and sincerity. Be an ambassador for our brand as a Royal Service 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 Front Office 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 and/or e-mail
- Accurately record all required reservation information in the Property Management System (Property Manager).
- Ensure reservation confirmations/cancellations are issued promptly and accurately
- Monitor and track special promotions and communicate information to various operational departments
- Take ownership of the callers’ request and ensure follow up according to hotel’s standard
- Respond to all incoming calls complying with the telephone standards and transferring them to the relevant departments
- Process and distribute all guest messages and guest wake-up calls
- Respond to all emails in the general inbox in a timely and professional manner
- Able to give clear and concise information when communicating to guests, as well as demonstrating empathy and responsiveness when addressing issues and concerns
- Maintain and monitor ‘Royal Service” platform
- Monitors and responds to guest Kipsu text messages within the Forbes standard time frame (3mins)
- Ensure all communication is professional and follows radio standards, using the correct verbiage and coding system to maximize efficiency in radio communication.
- Have a sufficient working knowledge of all departments in the hotel
- 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
- Monitor the fire panel and emergency line and inform Security Department of all emergencies while following appropriate emergency procedures
- Must be able to work independently
- Adhere to all LQA standards set up for the department
- Adhere to the hotel’s vehicle handling and safety policies while driving hotel vehicles
- Follow all safety and sanitation policies
- Other duties as assigned
