Telephone Operator (Royal Service)
- Ensure that guest calls are received promptly and dispatched to the appropriate individuals/departments
- Respond to general hotel questions from outside callers and guests
- Complete knowledge of the phone operating system including trouble shooting
- Flexible schedule including mornings, evenings, weekends, and holidays
- Knowledge of emergency procedures including calls for Emergency Services and use of our Emergency extension
- Ensure that guests' needs are responded to promptly and that all guests are acknowledged, however busy and whatever time of day.
- Communicate hotel features, services, and daily activities to guests
- Resolve guest complaints, ensuring guest satisfaction with proper follow up and documentation
- Log, dispatch and clear tickets within Royal Service Management system
- Facilitate order taking for In-Room Dining queries
- Suggestively up-sell and offer recommendations on menu choices
- Effectively communicate with In-room Dining team and kitchen to ensure prompt delivery
- During peak or scheduled times, assist with guest registration at Front Desk and Reservation creation in support of Reservations department
- Build guest loyalty through personalized service
- Coordinate guest room billing
- Respond to all guest requests in person, via email, and via phone
- Assist with other tasks as required and where necessary to ensure optimum service to guests
- High school graduate or equivalent vocational training certificate
- Previous experience in Guest Relations an asset
- Computer literate in Microsoft Office applications
- Very comfortable working with different applications and systems
- Knowledge of Opera Property Management system an asset
- Fluency in English both verbal and non-verbal
- Ability to:
- perform job functions with attention to detail, speed and accuracy
- prioritize and organize
- be a clear thinker, remaining calm and resolving problems using good judgement
- work cohesively with co-workers as part of a team
- work with minimal supervision
- maintain confidentiality of guest information and pertinent hotel data
- Paid time off
- Medical, Dental and Vision Insurance, 401K
- Complimentary Shift Meal
- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academy designed to sharpen your skills
- Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
- Career development opportunities with national and international promotion opportunities
- Eligible performance based bonus
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