Telephone Operator (Royal Service)

Company Description

Fairmont Dallas, located in the Arts District of downtown Dallas, offers 545 elegant guestrooms and suites, with over 73,000 square feet of flexible meeting space. For over 50 years, Fairmont Dallas has been the setting for countless civic, social cultural, convention and corporate events, setting the stage for countless memories.

Job Description

What you will be doing:

• Ensure that guest calls are received promptly and dispatched to the appropriate individuals/departments
• Respond to general hotel questions from outside callers and guests
• Complete knowledge of the phone operating system including trouble shooting
• Flexible schedule including mornings, evenings, weekends, and holidays 
• Knowledge of emergency procedures including calls for Emergency Services and use of our Emergency extension
• Ensure that guests’ needs are responded to promptly and that all guests are acknowledged, however busy and whatever time of day.
• Communicate hotel features, services, and daily activities to guests
• Resolve guest complaints, ensuring guest satisfaction with proper follow up and documentation
• Log, dispatch and clear tickets within Royal Service Management system
• Facilitate order taking for In-Room Dining queries
• Suggestively up-sell and offer recommendations on menu choices
• Effectively communicate with In-room Dining team and kitchen to ensure prompt delivery
• During peak or scheduled times, assist with guest registration at Front Desk and Reservation creation in support of Reservations department
• Build guest loyalty through personalized service
• Coordinate guest room billing
• Respond to all guest requests in person, via email, and via phone
• Assist with other tasks as required and where necessary to ensure optimum service to guests

Qualifications

Your experience and skills include:

• High school graduate or equivalent vocational training certificate
• Previous experience in Guest Relations an asset
• Computer literate in Microsoft Office applications
• Very comfortable working with different applications and systems
• Knowledge of Opera Property Management system an asset
• Fluency in English both verbal and non-verbal
• Ability to:

• perform job functions with attention to detail,  speed and accuracy
• prioritize and organize
• be a clear thinker, remaining calm and resolving problems using good judgement
• work cohesively with co-workers as part of a team
• work with minimal supervision
• maintain confidentiality of guest information and pertinent hotel data

Additional Information

What’s in it for you:

• Paid time off
• Medical, Dental and Vision Insurance, 401K
• Complimentary Shift Meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
• Career development opportunities with national and international promotion opportunities
• Eligible performance based bonus