Royal Service Supervisor

Job Title

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 colleagues worldwide, we are dedicated to delivering exceptional service, fostering a culture of excellence, and making special happen.

Hotel Overview:

Located in the heart of downtown Fairmont New Orleans will be an impressive new addition to Fairmont's luxury portfolio, offering 250 luxury guest rooms, four food & drink venues, a rooftop pool with expansive views of the city, more than 19,000 square feet of function space, and a 10,000 square-foot spa.

This property is destined to become an illustrious destination in the Central Business District, nearby the city's renowned and historic French Quarter.

Job Description

Consistently offer professional, friendly and engaging service

Act as point of contact for all internal and external communications

Demonstrates that all Royal Service Standard Operating Policies and Procedures are performed in all interactions

Assists guests according to Fairmont Hotels & Resorts Brand, Forbes Five Stars and AAA standards

Serve as a liaison for Guests requiring information relating to all aspects of the hotel

Maintains a perpetual presence by remaining attentive and answering every call, internal and external, guest and colleague, in a professional and warm manner either by assisting the caller themselves or by redirecting to the appropriate department only when needed

Take ownership of the caller's request and ensure follow up according to the hotel's standards this includes documenting the opportunity in Royal Service Manager, ensure the ticket is dispatched to the appropriate department if needed to fix, and finally closing the ticket and following up with the guest accordingly

Maintain and monitor the "Royal Service" software system and all requests entered and ensure requests are being closed in appropriate times and if not, escalate requests that are not handled in the appropriate time

Answer all email inquiries within 24 hours

Own the pre-arrival process for guests to include Keep In Touch, Royal Service common inbox, and action requests or emails to ensure perfect arrival

Set up reservations in order to support the perfect arrival

Handle and distribute faxes, voice messages and written messages for internal and external Guests

Maintain knowledge of hotel rates and packages

Book and enter room reservation requests using the Property Management System

Update reservations including cancellations, rescheduling, shortening length of stay in accordance with Century Plaza reservation policies

Assist with Folio requests, billing inquiries, and billing corrections

Set up 3rd party billing prior to guest arrival (example: Expedia Collect reservations)

Set-up routing to different windows in PM per guest request (if needed)

Utilize SecurePay to properly and safely secure guests' preferred method of payment if requested

Assist external callers with assistance for already confirmed reservations

Build Group Blocks in Property Manager when a new sales contract is received

Enter rooming lists while ensuring accuracy, as required

Update Group Room Blocks in Property Manager and maintain as needed

Set up routing to correct Posting Master as communicated by Sales Contract and/or Meeting planner for all group reservations prior to guest arrival.

Communicate room commitment shortages/attrition to Management

Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities Create and action service requests for guests and Heartists and ensure that requests are completed in necessary time

Take ownership of the callers request, handle any guest concerns and ensure the issue is resolved and the guest is satisfied

Follow up on any service requests that require follow up as deemed by the Royal Service Management team

Liaise with Sales and other departments as required

Ensuring inter-departmental communication and co-operation in the interest of better guest satisfaction

Assist guests regarding hotel facilities in an informative and helpful way

Stay informed of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities for the following departments: Housekeeping, Front Desk, Fairmont Gold, Engineering, Guest Services, Food and Beverage

Assist with overflow as needed and overnight coverage with taking In Room Dining orders over the phone

Maintain a positive relationship with Guests and Colleagues by exceeding their expectations through anticipatory service

Enroll guests in Accor Live Limitless loyalty program and updates profiles when applicable

Handle credit card and other billing transaction inquiries such as unrecognized or incorrect postings to the room

Ensure all Guest details remain confidential

Constantly review the performance and operations of the department through monitoring LQA results and Voice of the Guest

Be familiar with Hotel's technology and communication platforms and use to ensure hotel operation and guest satisfaction

Troubleshoot internet connections with guest when needed

Have full knowledge of the department and hotel's emergency procedures including but not limited to: fire procedures, elevator entrapments and staff/guest medicals.

Compliance with all health and safety regulations of assigned tasks, and ensure a clean, hazard free, and safe working environment with active participation in the hotel health and safety program

Maintain cleanliness, safety, and order in all work areas and reports any areas of concern to Supervisor

Complete Daily Task Checklist

Other duties as assigned by Management

Qualifications

Previous PBX, Front Office, Royal Service, call center, hotel operations, or guest service experience required

Previous supervisory or leadership experience preferred

Luxury hotel or hospitality experience preferred

Excellent verbal communication, guest service, and interpersonal skills

Strong organizational, multitasking, and problem-solving abilities

Ability to remain calm, professional, and solution-oriented during high-volume or emergency situations

Basic computer proficiency and ability to learn hotel communication systems and operational software

Professional telephone etiquette and polished demeanor required

Ability to maintain confidentiality and professionalism at all times

Ability to work flexible schedules including evenings, overnight shifts, weekends, holidays, and extended shifts as operationally required

High school diploma or equivalent required; additional hospitality or leadership training preferred

Must be legally authorized to work in the United States

Additional Information

All your information will be kept confidential according to EEO guidelines.