Fairmont Royal Service Manager in United States

Primary Location

Royal Service Manager

The Royal Service Manager leads the team that is responsible for co-coordinating services with the guests and between all departments. This position requires a hands-on leader with excellent organizational, analytical, and motivational skills with a very high degree of follow-up on assigned tasks.

Hotel Overview: Fairmont Pittsburgh, a 4 diamond LEED certified luxury hotel, is located at the heart of Pittsburgh’s business, cultural and retail hub. Fairmont Pittsburgh offers superb and distinctive guest services and accommodations in a luxury setting.

Summary of Responsibilities:

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

  • Consistently offers professional, engaging and friendly service

  • Responsible for all PBX functions within the hotel, external inbound and internal calls, voicemail, etc

  • Co-ordinates all guest and interdepartmental requests. i.e. Guest and Colleague calls, Engineering dispatch,Housekeeping dispatch, Tracking of hotel’s Lost and Found, In-Room Dining Orders, Restaurant Reservations, Wake up calls; etc

  • Handles all telecom requirements and equipment

  • VIP arrivals, in house group communications and follow up on action items

  • Builds strong rapport with internal departments

  • Provides leadership, supervision and training to Royal Service Colleagues; including scheduling and performance management

  • Ensures Royal Service Team has a solid understanding and knowledge of all hotel departments

  • Ensures department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals

  • Preparing daily, weekly and monthly reports on call volume and guest follow up/resolution timeliness

  • Coaches Royal Service Team in areas of up selling, cross-selling, ongoing skill set knowledge and call management in a professional, helpful manner

  • Leads by example in fostering positive colleague relations and demonstrating Fairmont values

  • Ensures information provided to guests is accurate and individualized

  • Monitors day-to-day operation to insure call volumes are managed efficiently and administrative duties are completed

  • Responds to guest challenges and inquiries

  • Ensures smooth shift change with proper pass on communication between colleagues

  • Develops and maintains training manual for Royal Service colleagues

  • Key liaison for communication to each department

  • Adheres to Fairmont Green Environment

  • Ensures a safe environment for our guests and colleagues

  • Adheres to Fairmont Service Plus

  • Manager On Duty (MOD) for the Front Desk, as required

  • Other duties as assigned

Employee Status


  • Previous experience is an asset

  • Minimum 2 years previous supervisory experience in Front Office operations

  • Proven ability to guide and coach team members

  • An operational knowledge and proficiency in Front Office Systems-Micros-Fidelio and Microsoft Office suite (Word, Excel, PowerPoint)

  • Excellent leadership, written/verbal communication, coaching and interpersonal skills

  • Strong guest service orientation

  • Able to balance a variety of conflicting priorities while providing outstanding guest service

  • Highest guest service skills, talent and knowledge with the vision and ability to lead employees to excellence

  • Strong working knowledge of Opera CRS; Opera PM; Opera Sales & Catering; MS Outlook; Word; Excel; Power Point; Meeting Matrix

  • Highly organized, career and result oriented, positive and approachable attitude

  • Must be able to work well under pressure in a fast paced and constantly changing environment

  • Post Secondary Education in either Hospitality or Business program an asset

Physical Aspects of Position (include but are not limited to):

  • Frequent standing and walking throughout shift

  • Occasional kneeling, pushing, pulling, lifting

  • Occasional ascending or descending ladders, stairs and ramps

Visa Requirements: Must have proof of valid U.S. work authorization.

APPLY TODAY: Whether you're launching your career or seeking meaningful employment, we invite you to visit www.fairmontcareers.com to learn more about Fairmont Hotels & Resorts and the extraordinary opportunities that exist!

ABOUT FAIRMONT HOTELS & RESORTS At Fairmont Hotels & Resort we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That's why you'll find exceptional work opportunities - throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific - as well as industry - leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. Our Sustainability Partnership program represents our ever-expanding commitment to being a responsible business and to following the principles of sustainability across our operations, the world over. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award - winning Green Partnership program. An exciting future awaits!

Primary Location: United States-Pittsburgh-Fairmont Pittsburgh

Employee Status: Regular

Job Level: Management / Supervisory

Schedule: Full-time

Shift: Rotating / Shift Work

Travel: No

Closing Date: 21.Mar.2018, 10:59:00 PM

Req ID: PGH00844