Royal Service Supervisor

Responsibilities

• Responsible for all PBX and dispatch functions in the hotel including internal and external calls, voicemail, etc.
• Is an expert in Front Office, Housekeeping, POMEC, In-Room Dining, Food and Beverage Operations as they function as the call center of the hotel
• Perform Quality Assurance Checks to identify trends and areas of opportunity
• Assist with room checks and warming as required
• Consistently offer professional, engaging and friendly service
• Resolve guest issues and inquires
• Monitor and respond to guest inquiries via hotel text messaging platform, ensuring 24 hour accessibility and response.
• Track and coordinate Loyalty Amenities for Accor loyalty members to maintain compliance with corporate standards
• Enter, track and dispatch Engineering work order requests
• Handle Housekeeping dispatch, restaurant reservations and Lost and Found
• Provide seamless In Room Dining order taking - fully knowledgeable in the menus and the operation
• Utilize Royal Service Manager for all calls and requests to ensure trend tracking
• Create internal tickets for guest issues or complaints, while monitoring tickets for follow up and immediate resolution
• Generate ACDC arrival reports
• Handle all telecom requirements and equipment
• Review daily reports, arrival, VIP, group following up on action items
• Build strong rapport with support departments
• Administer wake up calls
• Other duties as assigned
• Your Experience and Skills Include:
• Ability to work all shifts including overnights, weekends, and holidays
• 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
• Ability to solve problems and make rational decisions.
• Strong guest service orientation, utilizing creative thinking
• Excellent follow-up and ability to work as part of a large, diverse team
• Able to balance a variety of conflicting priorities while providing guest service
• We are a dog-friendly property, comfortability to work around animals and animal dander is necessary.
• Frequent walking and standing during shift
• May occasionally exert up to 25 pounds lift, carry, push, or pull objects
• Must have proof of valid U.S. work authorization.
• Physical Aspects of Position (include but are not limited to):
• Constant walking and standing during shift
• May occasionally exert up to 25 pounds lift, carry, push, or pull objects
• Visa Requirements: Must have proof of valid U.S. work authorization.
• Our Commitment to Diversity & Inclusion
• Fairmont Pittsburgh is an equal opportunity employer. We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.
• Why work for Accor?
• By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
• Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

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