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Al Fujairah City

    Royal Service Agent - Fujairah, United Arab Emirates - Accor

    Accor
    Accor Fujairah, United Arab Emirates

    5 days ago

    Accor background
    Description
    • Consistently offer professional,friendly and engaging service
    • Process allexternal and internal calls and emails either by redirectingcalls/emails or assisting thecaller/sender.
    • Promptly answer telephone callsand emails, addressing callers and senders in a clear, friendly andcourteous tone of voice.
    • Take ownership of thecaller's request and ensure follow up according to thehotel's standards
    • Have a sufficientworking knowledge of all departments, in particular Housekeeping,Front Office and Engineering.
    • Act as dispatcherthrough Royal Service for security, guest services and othercolleagues in operations.
    • Update ServiceRequests and work orders and dispatch to the rightdepartment.
    • Maintain and monitor the"Royal Service" software system and ensure thatall services provided at Royal Service are always available and arecarried out efficiently.
    • Responsibly use allavailable systems including PMS (Property Management System),telephone system, Royal Service, fax,etc.
    • Maintain the upkeep of all telephone andrelated equipment within the switchboard to ensure maximumefficiency.
    • Maintain informationconfidentiality.
    • Transcribe complete messagesand repeat information to verify accuracy. Input and retrievemessages to/from the computer. Ensure that messages taken areforwarded to and received by guests.
    • Providetime and information in response to emergencies and guest requestssuch as plumbing problems, housekeeping requests, etc. Verify withguests, after a reasonable pre-set time, whether the request hasbeen delivered. Follow-ups to be endorsed to properchannels.
    • Receive wake-up call requests fromguests, repeat information back to caller as it is taken,accurately and expediently log/input information. Deliver wake-upcalls at the requested time.
    • Serve as a liaisonfor Guests requiring information relating to all aspects of thehotel, such as: F&B promotions, Reservations, meetingsrooms, etc.
    • Receives and logs into the TableManagement System the restaurant reservations requests with allinformation required.
    • Maintaining thecommunication with the guests regarding the lost & founditems.
    • Creating amenities in the system for theefficient delivery and cross charging.
    • Havefull knowledge of the hotel's emergency procedures.Remain calm and polite during emergency situations and/or heavyhotel activity.
    • Promotes and leads a servicedriven, results driven work environment.
    • Followdepartment policies, procedures and servicestandards.
    • Follow all safety policies andpromotes a safe work environment.
    • Other dutiesas assigned.
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