Royal Service & Reservation Agent
At Fairmont Hotels & Resorts, all guest service has the potential to create a lasting memory when it is delivered with warmth and sincerity.
Be an ambassador for our brand as a Royal Service & Reservation Agent, where the engaging and anticipative service you provide over the telephone will make our guests feel valued and reflect the exceptional hotel experience to come.
Hotel Overview :
Central to shopping, sightseeing, restaurants and bars, and the business district. The green park surrounding the Fairmont Quasar Istanbul, offers breathing space in a dense part of the city.
The hotel is about 20 km to Atatürk Airport and in convenient walking distance to metro.Business and leisure travelers alike will experience the utmost in comfort and luxury at the Fairmont Quasar Istanbul.
The 209 luxury guestrooms include 25 Suites, 33 Gold Rooms and 64 Apartments, all elegantly designed for the discerning modern traveler and cuisine that ranges from traditional Turkish to health-conscious to international, guests will find just what they need for the perfect Istanbul experience.
Fitness enthusiasts can enjoy the 2000 sqm, well-equipped Willow Stream Spa and Health Club, during summer, guests can also enjoy our outdoor swimming pool overlooking the Bosphorus.
Summary of Responsibilities :
Consistently offer professional, friendly and engaging service
Book and enter room reservation requests using the Property Management System
Enter rooming lists while ensuring accuracy, as required
Update reservations ensuring a flawless check in and check out process
Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
Liaise with Sales and other departments as required
Answer telephone and email inquiries in a timely manner
Assist guests regarding hotel facilities in an informative and helpful way
Is aware of and abides by all hotel policies, procedures & relevant legislations
Ensures all directions are followed out at the request of any level of Senior Management
Keeps abreast of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities.
Projects a favourable image of the hotel, through a positive and professional attitude, manner, and presentation.
Maintains a positive relationship with Guests and Colleagues by meeting and exceeding their expectations through Heart Felt Service.
Ensures that all hotel staff is providing prompt, attentive and friendly service at all times through monitoring Mystery Shopper results, and CSM averages.
Maintain personal presentation and hygiene as per the grooming standards issued by Fairmont Quasar Istanbul.
Ensures Guest details remain confidential.
Reports any hazards, risks, accidents as required
Abides by and is aware of all relevant Occupational, Health & Safety legislation
Answers all incoming calls within three rings, using the Fairmont Quasar Istanbul greeting standards.
Responds to queries received by any form of media within a 24 hour time frame, or pass them onto the appropriate personnel.
Constantly reviews the performance and operations of the department through monitoring Mystery Shopper results and CSM averages
Follow department policies, procedures and service standards
Follow all safety policies
Other duties as assigned
Previous customer related experience required
Previous Property Manager System experience preferred
Computer literate in Microsoft Window applications required
Must be able to type 25 words per minute
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to work well under pressure in a fast paced environment
Ability to work cohesively as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Physical Aspects of Position (include but are not limited to) :
Frequent sitting throughout shift
Occasional kneeling, pushing, pulling, lifting, walking and standing
Occasional ascending or descending ladders, stairs and ramps