Responsible for the daily operation of the Royal Service Department
Provides Supervision, training, direction and leadership to Royal Service Staff, including scheduling, performance management and short to medium term planning.
Ensures department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals.
Preparing daily, weekly and monthly reports
Coach the agents in areas of upselling, cross-selling and ongoing skillset knowledge and call management in a professional, helpful manner.
Inspire agents to achieve maximum revenue potential while maintaining consistently high service standards.
Lead by example in fostering positive employee elations and demonstrating values.
Ensure information provided to guests is accurate and individualized.
Monitor day-to-day operation of the day to insure all volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized.
Respond to guest challenges and inquiries
Ensure a safe environment for our guests and colleagues by adhering to the hotel’s Health and Safety policies.
Ensure smooth shift changes with proper pass-on to the next shift.
Ensure all hotel polices and procedures are understood and adhered to by all agents
Develops and maintains training manual for Royal Service Agents
Minimum of 2 years previous supervisory/management experience required.
Diploma in Hotel management an asset.
Strong working knowledge of Opera CRS; Opera PM; Opera Sales & Catering; MS Outlook; Word; Excel; Power Point; Meeting Matrix
Highly organized, career and result oriented, positive and approachable
Must be able to work well under pressure in a fast paced and constantly changing environment.
Excellent interpersonal and communication skills; Strong written and verbal English; 2nd /3rd language an asset
Must be strong team player with proven leadership, development and delegating skills.
Highest guest service skills, talent and knowledge with the vision and ability to lead employees to excellence.
Fairmont Bab Al Bahr
Fairmont Hotels & Resorts - 2 years ago
Fairmont Hotels & Resorts is a Canadian-based operator of luxury hotels and resorts. Currently, Fairmont operates properties in 16 count...