Royal Service Supervisor

Job description

 

 

Royal Service Supervisor

The Royal Service Supervisor coordinates services with the guests and between all departments. Royal Service Supervisors are at the heart of our communication system, experts in all areas able to manage the call center functions and provide seamless service for our guests and colleagues.  This position requires a service professional with excellent organizational, analytical, and motivational skills with a very high degree of follow-up on assigned tasks.

Hotel Overview: Fairmont Pittsburgh, a 4 diamond LEED certified luxury hotel, is located at the heart of Pittsburgh’s business, cultural and retail hub.  Fairmont Pittsburgh offers superb and distinctive guest services and accommodations in a luxury setting.

 

Summary of Responsibilities:

Reporting to the Director, Front Office, responsibilities and essential job functions include but are not limited to the following:

• Consistently offers professional, engaging and friendly service

• Responsible for all PBX functions in the hotel, inbound, internal calls, voicemail, etc

• Is an expert in Front Office Operations, Housekeeping, POMEC, In-Room Dining, Food and Beverage as they function as the call center of the hotel

• Administers wake up calls

• Enters, tracks and dispatches Engineering work order requests

• Handles Housekeeping dispatch, restaurant reservations and Lost and Found

• Provides seamless In Room Dining ordertaking – fully knowledgeable in the menus and the operation

• Utilizes Royal Service Manager for all calls allowing trend tracking

• Handles all telecom requirements and equipment

• Review daily reports, arrival, VIP, group following up on action items

• Builds strong rapport with support departments

• Assists with room checks and warming as required

• Other duties as assigned

 

 

 

 

Qualifications:
• Must have ability to work weekends, holidays and overnights occasionally.
• Excellent phone voice 
• Previous experience in Front Office operations or PBX operations in a luxury setting an asset
• An operational knowledge and proficiency in Front Office Systems-Micros-Fidelio and Microsoft Office suite (Word, Excel, PowerPoint)
• Excellent written/verbal communication, coaching and interpersonal skills
• Strong guest service orientation, utilizing creative thinking
• Excellent follow-up demonstrated
• Able to balance a variety of conflicting priorities while providing guest service

 

Physical Aspects of Position (include but are not limited to):
• May occasionally exert up to 25 pounds lift, carry, push, pull or otherwise move objects.

 

Visa Requirements: Must have proof of valid U.S. work authorization.

 

APPLY TODAY: Whether you're launching your career or seeking meaningful employment, we invite you to visit www.fairmontcareers.com to learn more about Fairmont Hotels & Resorts and the extraordinary opportunities that exist!

ABOUT FAIRMONT HOTELS & RESORTS
At Fairmont Hotels & Resort we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That's why you'll find exceptional work opportunities - throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific - as well as industry - leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. Our Sustainability Partnership program represents our ever-expanding commitment to being a responsible business and to following the principles of sustainability across our operations, the world over. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award - winning Green Partnership program. An exciting future awaits!