Guest Service Agent

Roles and responsibilities

The Royal Service Agent is the heart beat of the hotel operation. They will process all external and internal calls either by redirecting calls or assisting the caller. The Royal Service Agent will take ownership of the caller’s request and ensure follow up according to the hotel’s standards. To serve as a liaison for guests requiring information relating to all aspects of the hotel. To maintain the Hotel’s telephone system and assisting all external and internal guests in operating the telephone system.

• Handle all guest requests promptly and efficiently
• Communicate internal and external guest requests via “Royal Service” software
• Maintain and monitor the “Royal Service” software system
• Ensure all requests logged in “Royal Service” software are followed up according to the hotel’s standards
• Provide information on hotel services
• Promote internal outlets (Restaurants…)
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintain an excellent relationship with all departments, in particular Housekeeping, Front Office and Engineering
• Maintain accurate records of all internal and external guest requests and follow-up with the necessary department and/or guests in the pre-determined time frame
• Maintain excellent communication within the Royal Service department as well as with all other departments
• Provide guests with in room communication tools and ensure correct set up
• Handle and distribute faxes, voice messages and written messages for internal and external guests
• Have full knowledge of the hotel’s emergency procedures
• Maintain a safe working environment
• Assist Front Office with administrative duties as required
• Participate in meetings

Desired candidate profile

• Fluency in English required (verbal & written)
• Strong telephone skills
• Excellent telephone manners, telephone voice
• Strong typing and clerical skills, organized and detail oriented
• Strong interpersonal skills and English communication skills
• A hospitality diploma is an asset
• Knowledge of computerized Front Office systems required with emphasis in Micros
• Fidelio based programs (Opera) and Windows, MS Office Suite an asset
• Prior experience in customer service an asset
• A passion for guest service
• Excellent team spirit
• Ability to handle many conflicting priorities at any given time
• Able to work well under pressure
• Must be willing to work shifts (incl. Night shifts)
• Knowledge of a third language an asset