Royal Service Agent (Full-time)

As a Royal Service Agent at Fairmont Kea Lani, your key responsibilities include managing all incoming calls and ensuring callers are directed to the right extensions. Additionally, you’ll maintain our Royal Service software system, logging all guest requests, and facilitating communications between departments to ensure exceptional service. You will also assist with administrative duties and the in-room dining service, enhancing the overall guest experience.

To qualify as a Royal Service Agent at Fairmont Kea Lani, you should have at least one year of experience in a fast-paced hotel environment, which includes multitasking and customer service skills. Familiarity with front office systems like Micros-Fidelio (Opera) is essential, as well as proficiency in Microsoft Office applications. Strong verbal and written communication skills in English are also required.

At Fairmont Kea Lani, you can expect a vibrant and inclusive work culture that values teamwork and personal development. The resort promotes a spirit of Aloha, and employees are encouraged to participate in various activities, including appreciation luncheons and community events. You'll be part of a supportive team that is passionate about providing exceptional service and memorable experiences for our guests.

Fairmont Kea Lani offers numerous growth opportunities for Royal Service Agents. With a commitment to professional development, you can take advantage of learning programs through our Academies and opportunities to advance your career within the hotel and across the Accor Group. Whether you're looking to enhance your existing skills or explore new paths in hospitality, the options are plentiful!

While prior experience in luxury hospitality is desirable for the Royal Service Agent role at Fairmont Kea Lani, it is not mandatory. The essential qualities are a strong commitment to providing excellent customer service, the ability to handle multiple tasks in a high-volume environment, and a willingness to learn. If you have a passion for hospitality and the drive to succeed, we want to hear from you!

When answering this question, share specific examples of situations where you successfully managed multiple requests simultaneously. Highlight your organizational skills and the strategies you used to prioritize requests, ensuring all guests received prompt and courteous service.

Emphasize your belief that excellent customer service is about anticipating guests’ needs and going above and beyond to create memorable experiences. Explain how you listen actively to guests, respond promptly to inquiries, and deliver service with a genuine, friendly attitude, embodying the spirit of Aloha.

Outline your approach to managing difficult situations by focusing on empathy and active listening. Share an example where you successfully resolved a guest complaint, explaining how you addressed the issue and ensured the guest left satisfied. Keep in mind to showcase your ability to remain calm and professional under pressure.

Discuss your familiarity with specific hospitality software, such as Micros-Fidelio or other property management systems. Highlight how you utilized these tools to streamline communication and enhance the efficiency of service delivery. If you have relevant experience with customer relationship management tools, be sure to mention those as well.

Describe your strategies for maintaining clear communication with other departments, such as creating detailed logs of guest requests or utilizing communication tools effectively. Emphasize the importance of teamwork in delivering seamless guest experiences and how you foster collaboration amongst colleagues.

Reflect on your passion for hospitality and your excitement for working within a luxury environment. Mention the aspects of Fairmont Kea Lani that attract you, such as the resort's commitment to exceptional service and genuine Aloha spirit. Tailor your response to show how your personal values align with the company's mission.

Discuss key skills such as strong communication, multitasking abilities, attention to detail, and a service-oriented mindset. Explain how these skills contribute to creating positive guest experiences, and provide specific examples from your past roles where you demonstrated these competencies.

Share your organizational techniques, such as maintaining to-do lists, prioritizing tasks based on urgency, or using digital tools. Highlight your adaptability and how you adjust to unexpected situations while maintaining a high level of service.

Be prepared to share a specific story where you went out of your way to exceed a guest's expectations, explaining the situation, your actions, and the positive outcome. This demonstrates your commitment to service excellence and your ability to make memorable experiences.

Research Fairmont Kea Lani and express your understanding of its unique offerings, accolades, and focus on creating memorable experiences infused with Hawaiian culture and Aloha spirit. Show enthusiasm for contributing to this legacy and how you can support the team in delivering exemplary service.