Royal Service Agents at Fairmont Hotels & Resorts

About the job

Royal Service Agent

To deliver service excellence for our guests during moments of contact by offering a friendly, timely, uncomplicated response to any request. We are committed to problem solving, ownership, guest satisfaction and team work and live to our mission of Turning Moments into memories for our guests.

What is in it for you?

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies and the opportunity to earn qualifications while you work
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21

What You Will Be Doing

• Respond to all incoming calls complying with the telephone standards and transfer them to the relevant departments
• Controlling all phone calls made through switchboard and ensuring they are business related
• Ensuring all calls made are charged and proper summaries done
• Offering wakeup call services and action them as per set FHR standards
• Ensuring all communication is of business nature as per radio standards
• Using the standard verbiage and coding system in order to maximize radio communication efficiently
• Ensuring the radio is in good working order 24/7 and reporting any problems to the chief Security Officer
• Will ensure that guest attention is the utmost priority during moments of engagement.
• Will demonstrate the Fairmont Brand Standards at all times by actively engaging our guests.
• Will follow consistently the service essentials for front office while performing your duties and ensure guest satisfaction.
• Will ensure you are able to explain in great detail when conveying information on all activities that Fairmont Mount Kenya Safari Club has to offer.
• Will not always provide requested information to guests, but also offer suggestions/ recommendations/ opinions to the guest enhancing the service by offering your professional guidance.
• Will ensure guest preferences are highlighted to all concerned in order to offer seamless service.
• Must exceed customer expectations at all times and turn moments to memories for our guests.
• Will ensure that you are conversant with 25 FAQS in the department.
• Will ensure all bicycles, golf sets and all other equipment are always in good working condition
• Will ensure that before reporting on duty you are in complete uniform, maintaining posture, and engaging the guest.
• Will be a role model in the department; known for consistently following Hotel standards.
• Will uphold and demonstrate a commitment to Fairmont’s Value Statement of respect, integrity, teamwork, and empowerment.
• Will ensure you check the timetable daily in cases of duty changes
• Will always arrive on time, in proper uniform, mentally and physically prepared, and following Hotel’s grooming standards for their scheduled shift.
• Will follow all FHR standards are followed by the team.
• Has outstanding guest services skills, professional presentation and sophisticated communication skills.
• Will be aware of the Hotel’s outlets and hours of operations as well as any changes conveying this information to guests.
• Fully aware of all of the hotel activities and be an instructor for guest when required.
• Able to give clear and concise information when communicating to guests, as well as demonstrates empathy & responsiveness when addressing issues and concerns.
• Has superior organization skills, not just with own work, but also by directing the work of other colleagues within the department.
• Will actively seek duties and tasks during slow periods to maximize efficiency.
• Must be able to work independently
• Ensures the working environment is free of safety hazards and hindrances to avoid any time work accident.
• Will ensure that equipment and material is maintained and is in proper working condition at all times and report any missing or damaged items to the supervisor.
• Make sure you report all suspicious persons, packages, vehicles, luggage, and observations to Security.
• Ensure you promote safety, security, and well-being of our guests by not providing any information to anyone unless approved and will not provide keys to anyone not registered to the room.
• Ensure you report all accidents and injuries, no matter how minor, to the Hotel Nurse and Security Department.
• Ensure you follow all health and safety standards as per FHR and KEN at all times.
• Will ensure all activities undertaken by guests are accounted for in terms of revenue.
• Monthly summary of all activities done and revenues collected to be send to your supervisor by 05th of every month.
• Will be cost conscience and able to control costs of all stationary at your disposal.
• You will ensure monthly sales targets are achieved.
• Will attend all trainings as requested.
• Will sign the training forms after attendance.
• Support all environmental initiatives at all times.
• Can be allocated any other duties as required by management.

Your Experience And Skills Include

• Minimum diploma in hospitality training
• Working knowledge of Opera system
• Experience of atleast 3 years as a front office agent in a fast paced organization or resort.
• Excellent work organization – ability to solve problems and respond to changing conditions or unexpected events
• Positive, outgoing and professional attitude with a passion for service
• Must be a great communicator

Your Team And Working Environment

• Fun-loving, Vibrant & passionate to grow with us
• The environment has magnificent views of majestic Mount Kenya, the Fairmont Mount Kenya Safari Club has 120 luxurious appointed guest rooms, set in over 100 acres of landscaped gardens, and offer a unique blend of comfort

Our Commitment To Diversity & Inclusion

• We are an inclusive company and our ambition is to attract, recruit and promote diverse talent