Royal Service Agent (Internal)

Job Description 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. Additional Information Employee benefit card offering discounted rates in Accor worldwide Learning programs through our Academies Opportunity to develop your talent and grow within your property and across the world! Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 Be part of creating the historic story of rehabilitating and releasing the rare Mountain Bongo that was heading toward extinction. Working with a hotel rich in history and known for exemplary services while growing your career Work and learn in a luxury property