Royal Service Agent at Fairmont

The iconic Fairmont Mount Kenya Safari Club is a luxury 5-star resort located in the Mount Kenya Wildlife Conservancy in Nanyuki, Kenya.

The hotel is rooted in history and has evolved from the vision of its founding members in the early 1930’s as a hunting ground to a beautiful story today as a hotel within a conservancy.

The organization plays a crucial role in its host community through conservation and sustainability initiatives.

As part of the conservation work, the property has a goal to rehabilitate and release the antelope species called the “Mountain Bongo’s” who were heading towards extinction and hence continues to make historic strides for future generations.

Nestled in the lush foothills of Mount Kenya, it is strategically located on the Equator offering 100 luxury rooms and villas. The hotel features a prestigious main structure that reflects the 1950’s colonial architectural design with a luxury country club feel, complemented by independent quaint cottages, including William Holden’s original cottage which offers breathtaking views of the mountain.

The hotel guests can indulge in an array of exciting outdoor activities including animal orphanage visits, destination dining, bongo tracking, horse riding in the forest/conservancy, phenomenal breakfasts at the slopes of Mount Kenya, and open fire dinner concepts at the foothills of the Mountain.

Moreover, the F&B offerings include an all-day dining restaurant, a fine dining grill restaurant, a bar, and banquets/wedding destinations.

Job Description

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