Royal Service Manager
Royal Service Manager
Posted on :
28-12-2024
Employer Active
1 Vacancy
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Job Description
Royal Service Manager
Passionate about luxury service and unforgettable experiences Were seeking a driven detailoriented leader with excellent communication skills who thrives under pressure in a fastpaced hotel environment. Previous leadership experience in a city hotel is required. Join our team and be part of something extraordinary!
What you will be doing:
- Responsible for the smooth operation of the Royal Service department ensuring seamless communication and collaboration with Housekeeping Front Office Sales Revenue Management Conference Services Engineering and F&B.
- Foster and drive a culture of Enhanced Royal Service ensuring the Royal Service team can address guest inquiries and fulfill needs without transferring calls.
- Ensure Royal Service Manager is utilized to its fullest capabilities and provide training where required to other departments to ensure compliance to all standards
- Analyze reports in the Royal Service system proactively flagging negative trends to the Service Excellence Committee to drive continuous improvements in guest satisfaction.
- Handle guest concerns swiftly logging and notifying the relevant departments while ensuring effective and timely followup.
- Champion the role of Royal Service Manager on property and serve as the primary point of contact for the Accor Property Systems team.
- Maintain a thorough understanding of the Loyalty Program including benefits redemptions and policies particularly in relation to Reservations. Promote training and learning within the team in this area.
- Collaborate closely with the Director of Sales & Marketing and the Revenue Management Team applying Revenue Management principles to maximize topline revenue. Attend RevMax meetings.
- Liaise with the Revenue Management Team daily to ensure rate integrity and that hotel inventory is accurate and balanced.
- Coordinate with Rooms Department Heads to maximize inventory during high occupancy or soldout nights.
- Manage and coordinate all group and individual reservations overseeing GroupMax submissions and managing group wash.
- Review arrival reports and VIP lists to ensure all special guest requirements are met.
- Oversee daily administrative tasks such as managing amenity orders preparing welcome cards and generating reports.
- Review reservation details and blocking to ensure alignment with group resumes maximizing guest satisfaction.
- Consistent communication with GRC: including updating of hotel information via Sellweb submitting inTouch updates rectifying booking errors as needed and ensure guest satisfaction and reservation standards compliance.
- Monitor group cutoff dates to ensure timely action and updates.
- Be fully knowledgeable about the hotels emergency procedures and collaborate with the Safety & Security Manager to ensure all emergency systems are uptodate and the team is trained to execute procedures.
- Oversee the operation of radio systems and communication working with BC Communications to resolve challenges.
- Ensure the effective utilization and productivity of all staff through careful planning hiring scheduling and adherence to budget/forecast parameters.
- Develop implement and maintain Standard Operating Procedures (SOPs) related to Royal Service.
- Cultivate and maintain a Heartist approach within the department ensuring both internal and external luxury guest experiences that make them feel: I feel welcome I feel heart warmed I feel incredible and I belong.
- Participate in and lead monthly communication meetings to ensure alignment across departments.
- Conduct performance reviews and provide regular constructive feedback to employees.
- Perform any additional tasks as assigned assisting in all areas of the Rooms Division as required.
- Consistently offer professional engaging and friendly service.
- Perform other duties as assigned.
Qualifications :
Your experience and skills include:
- Minimum 5 years experience in a similar role required
- Proven experience in developing and implementing Standard Operating Procedures (SOPs).
- Proven leadership experience in managing teams.
- International experience in luxury hotels preferred.
- Proficient in Microsoft Windows applications required.
- University/College degree in a related field preferred.
- Must possess a professional presentation and demeanor.
- Strong interpersonal and problemsolving abilities.
- Highly responsible reliable and adaptable.
- Ability to work well under pressure in a fastpaced environment.
- Ability to work cohesively as part of a dynamic team.
- Ability to focus attention on guest needs remaining calm and courteous at all times.
Physical Aspects of Position (include but are not limited to):
- Constant standing and walking throughout shift
- Frequent lifting and carrying up to 30 lbs.
- Frequent kneeling pushing and pulling
- Frequent ascending and descending ladders stairs and ramps
Additional Information :
What is in it for you:
- An inclusive empowering and positive workplace where we place people at the heart of everything we do
- The opportunity to have fun at work alongside passionate hospitality professionals who strive to make the world a more welcoming place
- The opportunity to live work and play across the world through our employee travel and internal transfer programs
- A competitive salary starting at $63000 with annual compensation reviews based on market performance and capabilities
- Complimentary meal through our Colleague Dining Program
- Complimentary drycleaning of business attire
- Complimentary hotel stay with breakfast for two through our BE OUR GUEST program
- Employee benefit card offering discounted room and food & beverage rates at Fairmont & Accor properties worldwide
- The opportunity to work in a luxury hotel environment and a Vancouver heritage building with a historic legacy dating back to 1939
- Free learning programs through our Academies and discounted eCornell courses
- Ability to make a difference through our Corporate Social Responsibility activities
- Annual paid vacation sick leave up to statutory holidays and birthday leave
- A comprehensive benefits package including extended medical dental vision life insurance and disability benefits
- A companymatched pension plan and ability to enroll in the Group Registered Retirement Savings Plan (GRSP)
- A monthly travel reimbursement for TransLink monthly passes
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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