Service Desk Agent
Service Desk Agent
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Job Description
The Royal Service Agent is the heart beat of the hotel operation. Reporting to the Front Office Manager responsibilities and essential job functions include but are not limited to the following:
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 hotels 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 followup with the necessary department and/or Guests in the predetermined time frame.
Maintain excellent communication within the Royal Service department as well as with all other departments.
Provide Guests with in room communication tools (fax printer) and ensure correct set up.
Handle and distribute faxes voice messages and written messages for internal and external Guests.
Have full knowledge of the hotels emergency procedures.
Maintain a safe working environment.
Assist Front Office with administrative duties as required.
Participate in meetings.
Qualifications :
- 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.
A hospitality diploma is an asset.
Knowledge of computerized Front Office systems required with emphasis in MicrosFidelio 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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
