Royal Service Agent (Hotel Phone Operator)

The Grand Tarabya Managed by Accor

We are looking for an experienced and dynamic Royal Service Agent (Hotel Phone Operator) Agent to join our team at The Grand Tarabya Istanbul, managed by Accor.

Job Description

As a Royal Service Agent, you will be the main point of contact for all internal and external guest communications. You will ensure prompt, professional, and courteous handling of calls, messages, and requests, while coordinating with all departments to deliver seamless service and exceptional guest experiences.

Responsibilities

• Consistently offer professional, friendly and engaging service
• Process all external and internal calls, text messages, or emails either by redirecting calls or assisting the caller
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards and taking messages if necessary.
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintain and monitor the “Royal Service” software system
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• Handle and distribute faxes, voice messages and written messages for internal and external Guests
• Have full knowledge of the hotel’s emergency procedures
• Follow department policies, procedures and service standards
• Follow all safety policies 
• Other duties as assigned

Qualifications

• Previous customer related experience an asset
• Must possess outstanding guest services skills and sophisticated verbal communication skills
• Computer literate in Microsoft Window applications required
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times