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    Royal Service Agent - Nairobi, Kenya - Fairmont Hotels & Resorts

    Fairmont Hotels & Resorts
    Fairmont Hotels & Resorts Nairobi, Kenya

    1 week ago

    Default job background
    Full time
    Description

    The Fairmont Norfolk is a historic hotel in Nairobi, Kenya and is owned by the luxury hotel chain, Fairmont Hotels and Resorts.

    The hotel has 170 rooms, 4 restaurants, and consists of 5 main blocks, each ranging from 1 to 2 stories high
    Summary

    Fairmont Mount Kenya Safari Club has been awarded Africa's leading hotel in 2022 and 2023 by the World Travel Awards.

    We are looking to grow our team and engage a highly motivated and passionate Royal Service Agent who will work closely with the team to drive and deliver on the Fairmont promise, turning moments into memories.

    Consistently offer professional, friendly and engaging service
    Process all external and internal calls 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
    Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
    Maintain and monitor the "Royal Service & Reservation" 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
    Follow department policies, procedures and service standards
    Other duties as assigned

    Qualifications

    Good command of English
    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.
    Prior experience working with Opera or a related system
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