Central Services Agent

Why work for Fairmont Vancouver Airport?

Steps away from the airline gates, Fairmont Vancouver Airport offers 386 beautifully appointed accommodations and is the only hotel located within Vancouver International Airport. Our guest rooms and suites are spacious with soundproofed, floor-to-ceiling windows and unobstructed views of the airport runways and North Shore Mountains. Newly renovated, Fairmont Gold rooms are located on the top floor of the hotel with access to first class service and amenities, including the exclusive Fairmont Gold Lounge.

What's in it for you?

• An inclusive, empowering, and positive workplace, where we place people at the heart of everything we do
• The only luxury hospitality group to be awarded Great Place to Work® Canada 
• The opportunity to have fun at work alongside passionate hoteliers
• The opportunity to live, work and play across the world through our employee travel and internal transfer programs 
• Complimentary duty meal in our colleague dining room
• Complimentary hotel stay for two through our BE OUR GUEST program 
• Employee benefit card offering discounted room and food & beverage rates at Fairmont & Accor properties worldwide 
• Ability to make a difference through our Corporate Social Responsibility activities, like Sustainability and DEI Committees
• A comprehensive benefits package including extended medical, dental, vision, life insurance, and disability benefits  
• A company-matched pension plan and ability to enroll in the Group Registered Retirement Savings Plan (GRSP) 
• 30% reimbursement for TransLink monthly pass or YVR Employee Parking pass
• Full hourly wage of $31.65/hr, following successful completion of probationary period

Central Services Agent

At Fairmont Vancouver Airport, every guest interaction is an opportunity to create a lasting memory. As a Central Services Agent, you are the communication hub of the hotel and a key support to all operational departments. You will manage guest requests, reservations quality control, internal and external communications, and operational systems to ensure a seamless and elevated guest experience.

What you will be doing:

• Provide professional, friendly and engaging service at all times
• Process all internal and external calls and ensure follow-up to resolution
• Perform quality control checks on new and modified reservations
• Process email reservations, rooming lists and billing documentation
• Manage ALL loyalty member inquiries and reservations
• Handle guest billing inquiries and discrepancies
• Coordinate concierge services including dining, transportation and activity bookings
• Monitor shared inboxes and maintain timely responses
• Maintain and monitor ALICE and other operational systems
• Process deposits and third-party authorizations in accordance with SOP
• Input and verify wake-up calls and monitor overnight accuracy
• Run operational reports and support housekeeping discrepancy processes
• Record Lost & Found items in Bounte and coordinate courier shipments as requested
• Maintain full knowledge of emergency procedures and hotel policies
• Collaborate closely with Front Office, Housekeeping, Engineering, Sales and In-Room Dining
• Other duties as assigned

Your experience and skills include:

• Guest focused personality is essential; experience is an asset
• Previous hotel or guest service experience preferred
• Experience with Opera Cloud or similar PMS is an asset
• Strong computer skills (Microsoft Office required)
• Excellent verbal and written communication skills
• Strong attention to detail and organizational skills
• Ability to multitask and remain calm in a fast-paced environment
• Highly responsible and dependable
• Fluency in English required; additional languages an asset
• Flexible to work various shifts, including occasional overnight shifts

Visa Requirements: Must be legally eligible to work in Canada.  The hotel is unable to assist candidates in obtaining Canadian work authorization.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS