Royal Service & Reservations Agent

Company Description

Fairmont Breakers is a beloved feature of the Long Beach skyline, a historic landmark with a character and soul of its own. Originally opened in the roaring twenties as a lavish hotel on the waterfront, Breakers was a sought-after destination for world-famous stars. Following an extensive renovation, Fairmont Breakers returns as Long Beach’s only luxury hotel, restoring one of California’s most storied properties to its original grandeur.

It offers 185 boutique rooms and suites; a rooftop pool and terrace; an open-air rooftop lounge with views of the Pacific; a blissful two-story spa, wellness and fitness center; dining venues and bars including a live jazz club; and 10,000 square feet of indoor and outdoor function space. Whether exploring the comforts of elevated coastal Italian cuisine in Nettuno or dining among the stars with champagne and caviar in Sky Room, Fairmont Breakers aims to delight all of your senses with artful surroundings and innovative offerings from our culinary team.

• Consistently offer professional, friendly and engaging service
• Proudly promote the hotel facilities, looking for opportunities to enhance and add a personalized experience
• Have a complete knowledge of the hotel’s emergency procedures
• Handle Guest concerns and react quickly, logging and notifying proper areas/departments
• Able to give clear and concise information when communicating to guests, as well as demonstrating empathy & responsiveness when addressing issues and concerns
• Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping and Engineering
• Respond to all incoming calls complying with the telephone standards and transferring them if needed to the relevant departments
• Monitor the general hotel inbox, and respond to or forward emails as required in a timely and professional manner
• Monitor and respond to guest text messages within the luxury standard time frame
• Use software programs to send correspondence to guests
• Assist guests regarding hotel facilities in an informative and helpful way including activities and hours of operation
• Follow department policies, procedures and service standards
• Book and enter room reservation requests using the Opera Cloud System
• Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
• Update reservations ensuring a flawless check-in and check-out process
• Reply to reservation emails and double check accuracy of reservation/notes created
• Answer incoming reservation calls in a timely manner
• Respond to leads sent to the common reservation inbox
• Set-up proper billing according to accounting policies, and answer relatively basic finance inquiries, including emailing an invoice after a guest stay
• Facilitate an efficient process for guest room requests and the timely dispatch of such requests, including housekeeping and engineering
• Process onsite reservation requests, rooming lists, changes, and cancellations received by phone, fax, mail, or email
• Regular and/or seasonal collaboration with the Food and Beverage team to maintain a comprehensive knowledge of the menus, including ingredients, preparation methods, and potential allergens, to effectively answer customer inquiries and provide recommendations
• Take In-Room Dining orders for guests and enter accurately in the POS Silverware system in a timely manner
• Offer wake-up call services and to action them as per standards
• Ensuring all communication is of business nature (phone and radio standards)
• Using the standard verbiage and coding system in order to maximize radio communication efficiently
• Ensure that guest attention is the utmost priority during moments of engagement
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Demonstrate the Fairmont Brand Standards at all times by actively engaging our guests
• Consistently follow the service essentials for front office while performing your duties and ensuring guest satisfaction
• Will follow all hotel, LQA and Forbes standards when interacting with guests
• Conduct self-audits and participate in the feedback of audits for…