Royal Service Agent (Telephone Operator - Russian Speaker)

Fairmont The Palm Consistently offer professional, friendly and engaging service Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender. Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice. Take ownership of the caller’s request and ensure follow up according to the hotel’s standards Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering. Act as dispatcher through Royal Service for security, guest services and other colleagues in operations. Update Service Requests and work orders and dispatch to the right department. Maintain and monitor the “Royal Service” software system and ensure that all services provided at Royal Service are always available and are carried out efficiently. Responsibly use all available systems including PMS (Property Management System), telephone system, Royal Service, fax, etc. Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency. Maintain information confidentiality. Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests. Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels. Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time. Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc. Receives and logs into the Table Management System the restaurant reservations requests with all information required. Maintaining the communication with the guests regarding the lost & found items. Creating amenities in the system for the efficient delivery and cross charging. Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity. Promotes and leads a service driven, results driven work environment. Follow department policies, procedures and service standards. Follow all safety policies and promotes a safe work environment. Other duties as assigned.

Fluency in Russian & English language is a must, speaking and writing Previous role as a Telephone Operator is a must Must possess outstanding guest services skills and sophisticated verbal communication skills. Computer literate in Microsoft Windows applications required. Knowledge of Opera Property Management System an asset. Strong interpersonal and problem solving abilities. Highly organized, responsible & reliable. Ability to work well under pressure in a fast paced environment. Ability to work cohesively with fellow colleagues as part of a team. Ability to focus attention on guest needs, remaining calm and courteous at all times. Must have the ability to handle a multitude of tasks and Guest requests.

Process all external and internal calls and emails; answer telephone calls and emails promptly; take ownership of caller’s requests and follow up; maintain knowledge of departments (Housekeeping, Front Office, Engineering); act as dispatcher through Royal Service for security, guest services and other operations; update Service Requests and work orders; maintain and monitor the Royal Service software system; use PMS and other systems; maintain switchboard equipment and information confidentiality; transcribe and verify messages; input and retrieve messages; forward messages to guests; provide information and respond to emergencies and guest requests; log wake-up calls and deliver them; liaison for guest information (F&B promotions, reservations, meeting rooms); log restaurant reservations into Table Management System; handle lost & found items; create amenities in the system; knowledge of hotel emergency procedures; stay calm during emergencies; promote service-driven environment; follow policies and safety procedures; perform other duties as assigned.