Job Description

Are you a service professional with excellent organizational, analytical, and motivational skills? Lead our team of Royal Service Agents who are at the heart of our communication system; experts in all areas able to manage the call center functions, facilitate our curbside operation and provide seamless service to our Guests and Colleagues.

What You Will Be Doing

• Oversee the daily operations of the Royal Service team including but not limited to the operation of the hotel switchboard, dining reservations, pre-registration of loyalty/Keep In Touch guests, Kipsu, and response management of online review platforms.
• Responsible for the mentorship, motivation, training and development of the Royal Service Agents and Supervisors.
• Able to analyze guest feedback from a variety of sources such as TrustYou, Kipsu, LQA, SCORE, and online review platforms to identify trends and implement operational changes to satisfy the ...