Royal Service Supervisor

Job Description

The Royal Service Supervisor coordinates services with the guests and between all departments. Royal Service Supervisors are at the heart of our communication system, experts in all areas able to manage the call center functions and provide seamless service for our guests and colleagues. This position requires a service professional with excellent organizational, analytical, and motivational skills with a very high degree of follow-up on assigned tasks.

What You Will Be Doing:

Responsible for all PBX and dispatch functions in the hotel including internal and external calls, voicemail, etc.

Is an expert in Front Office, Housekeeping, POMEC, In-Room Dining, Food and Beverage Operations as they function as the call center of the hotel

Perform Quality Assurance Checks to identify trends and areas of opportunity

Assist with room checks and warming as required

Consistently offer professional, engaging and friendly service

Resolve guest issues and inquires

Monitor and respond to guest inquiries via hotel text messaging platform, ensuring 24 hour accessibility and response.

Track and coordinate Loyalty Amenities for Accor loyalty members to maintain compliance with corporate standards

Enter, track and dispatch Engineering work order requests

Handle Housekeeping dispatch, restaurant reservations and Lost and Found

Provide seamless In Room Dining order taking - fully knowledgeable in the menus and the operation

Utilize Royal Service Manager for all calls and requests to ensure trend tracking

Create internal tickets for guest issues or complaints, while monitoring tickets for follow up and immediate resolution

Generate ACDC arrival reports

Handle all telecom requirements and equipment

Review daily reports, arrival, VIP, group following up on action items

Build strong rapport with support departments

Administer wake up calls

Other duties as assigned