Assistant Manager Royal Service (Front Office / Operator / Switchboard)

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

Lead, supervise, train, schedule, and evaluate Royal Service Agents, ensuring that all procedures are performed to the hotel's standards.  Perform the daily responsibilities of a Royal Service Agent and assist where necessary to ensure optimum service to guests, visitors and all departments.

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge of:• scheduled daily activities.
• in-house groups.
• hours of operation of each outlet.
• features and services provided by the hotel.

• Evaluate the staffing requirements and prepare work schedules weekly.
• Ensure that the switchboard is attended at all times and that sufficient staffing is present to meet the daily business demands.
• Document any late or absent colleagues; maintain accurate and current colleague records.
• Schedule and assign staff breaks.
• Communicate anticipated business demands daily with each colleague (arrivals/departures, group functions, guest requests, etc.).
• Ensure staff's knowledge of hotel services, features and amenities.
• Oversee order-taking process for In-Room Dining
• Assign specific tasks as they arise to the Royal Service staff.
• Monitor and ensure that Telecommunication staff perform their job functions to the hotel's expected level of service.
• Review the accuracy of all guest request logs and Telecommunication Agents' worksheets.
• Monitor busy lines; check back with caller on hold to update status and offer to take a message.
• Accept, record and deliver wake-up calls.
• Provide callers with accurate information on hotel facilities and services.
• Process billing requests as needed
• Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction.
• Assist in emergency situations as central communication center for hotel.
• Monitor telephone system problems, maintain log of such and coordinate corrections with the telephone company representative.
• Coordinate emergency procedures as specified in hotel emergency manual.
• Prepare and submit weekly payroll records.
• Attend designated meetings
• Other duties as assigned

• College graduate or equivalent vocational training certificate.
• 2-years experience in supervisory role
• Previous guest relations experience and/or operator experience required
• Previous experience with Opera Cloud and POS Silverware preferred
• Fluency in English both verbal and non-verbal.
• Ability to suggestively sell.
• Ability to input and access information in the property management system/computers.
• 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.
• follow directions thoroughly.
• understand guest’s service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent hotel data.
• ascertain departmental training needs and provide such training.
• direct performance of staff and follow up with corrections when needed.

 

Visa Requirements: Successful candidates must be legally eligible to work in the United States.

What’s in it for you:

• Complimentary Shift Meal
• Paid time off
• Health Benefits and 401K
• 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
• Career development opportunities with national and international promotion opportunities