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For more than half a century, Accor has been continuously reinventing the hospitality business by making daring moves and challenging the status quo. Innovation, adaptability, and resilience are part of our DNA. Hand in hand with our partners, owners and all stakeholders, we anticipate and respond to global shifts and clients’ evolving needs, fostering growth and building value while honoring our responsibility and working in harmony with our commitment to a sustainable future.... |
Lead and supervise all aspects of the Royal Service department and ensure all service standards are followed.
Provides support to Royal Service Manager and other departments in daily operations.
Assists in analyzing RSM tickets breakdown and monthly trends.
Train, lead, guide and direct the efforts of the Royal Service Agents.
Supervise the responsible use all available systems including PMS (Property Management System), telephone system, Royal Service, fax, etc.
Monitor and ensure that all calls from guestrooms and administration areas are charged and posted to guest folios and City Ledgers (when applicable).
Resolve complications and complaints such as missed wake-up calls or missed messages, using previous experience and good judgment.
Maintain information confidentiality.
Achieve positive outcomes from Guest queries in a timely and efficient manner
Ensure all messages are correctly and promptly accepted and delivered for both Guests and management
Ensure all wake up calls take place at the correct time
Demonstrate knowledge of all hotel services, facilities and promotions in the hotel vicinity and use up-selling techniques to promote these offerings when the appropriate
Handle emergency calls immediately and relay comprehensive and accurate information, as required
Demonstrate a high level of customer service at all times
Lead and supervise all aspects of ALL(Accor Live Limitless)
Comply with hotel security, fire regulations and all health and safety legislation
Follow Sofitel standards
Qualifications
PERSONAL ATTRIBUTES
Strong written and verbal communication skills in English
Able to develop rapport with colleagues and management staff
Ability to work cohesively with co-workers as part of a multi-cultural team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Ability to promote positive relations with guests and patrons
Able to exercise good judgment with difficult guests
QUALIFICATIONS
Degree from School for Tourism & Hotel Management
EXPERIENCE
Minimum 3 - 5 years’ relevant experience with at least 2 years at a supervisory level
Provides support to Royal Service Manager and other departments in daily operations.
Assists in analyzing RSM tickets breakdown and monthly trends.
Train, lead, guide and direct the efforts of the Royal Service Agents.
Supervise the responsible use all available systems including PMS (Property Management System), telephone system, Royal Service, fax, etc.
Monitor and ensure that all calls from guestrooms and administration areas are charged and posted to guest folios and City Ledgers (when applicable).
Resolve complications and complaints such as missed wake-up calls or missed messages, using previous experience and good judgment.
Maintain information confidentiality.
Achieve positive outcomes from Guest queries in a timely and efficient manner
Ensure all messages are correctly and promptly accepted and delivered for both Guests and management
Ensure all wake up calls take place at the correct time
Demonstrate knowledge of all hotel services, facilities and promotions in the hotel vicinity and use up-selling techniques to promote these offerings when the appropriate
Handle emergency calls immediately and relay comprehensive and accurate information, as required
Demonstrate a high level of customer service at all times
Lead and supervise all aspects of ALL(Accor Live Limitless)
Comply with hotel security, fire regulations and all health and safety legislation
Follow Sofitel standards
Qualifications
PERSONAL ATTRIBUTES
Strong written and verbal communication skills in English
Able to develop rapport with colleagues and management staff
Ability to work cohesively with co-workers as part of a multi-cultural team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Ability to promote positive relations with guests and patrons
Able to exercise good judgment with difficult guests
QUALIFICATIONS
Degree from School for Tourism & Hotel Management
EXPERIENCE
Minimum 3 - 5 years’ relevant experience with at least 2 years at a supervisory level
