Royal Service Agent - Full Time

Experience the magic of working at Fairmont Hotel Vancouver, a timeless Vancouver landmark known as the ‘Castle in the City’. With its majestic chateau-style architecture, copper green roof, and historic gargoyles, this stunning hotel has been captivating visitors since 1939. Located in the heart of downtown Vancouver on prestigious Georgia Street, the hotel is surrounded by a dynamic arts scene, vibrant shopping, exciting nightlife, and world-class dining. Join our cherished team, and be part of an unforgettable hospitality experience. You’ll help create lasting memories for our guests in a setting that’s as exceptional as you are! 

Royal Service (Call Centre) Agent

You can hear a smile over the phone — and yours sets the tone for an exceptional guest experience.

As a Royal Service Agent, you’ll be one of the primary points of contact for our guests throughout their stay, providing warm, personalized and efficient service by phone, text, email and other communication channels. As the voice of the hotel and a central communication hub, you’ll connect guests with the right people and services, coordinate requests across departments, and help ensure every interaction is seamless from arrival to departure. 

From answering questions and arranging services to taking In-Room Dining orders, responding to guest concerns and supporting critical hotel communications, no two shifts are quite the same.

What’s In It for You

• A supportive, inclusive and empowering workplace where people are at the heart of everything we do
• A fun and passionate hospitality team committed to making the world a more welcoming place
• Competitive starting wage of $26.99/hour, increasing to $33.74/hour after probation
• Complimentary meals during shifts through our Colleague Dining Program
• 50% off at our dining destinations in Vancouver, Victoria and Whistler through the Pacific Northwest Food & Beverage Discount Program
• Monthly TransLink pass reimbursement available after one year of continuous service
• Comprehensive benefits package including medical, dental, vision, life and disability insurance for eligible colleagues
• Company-matched pension plan and optional Group RRSP enrollment
• A complimentary hotel stay with breakfast for two through our Be Our Guest welcome program
• Exclusive Accor Colleague Benefit Card offering discounted stays and dining worldwide for you and your family
• The opportunity to work in a historic Vancouver landmark with a legacy dating back to 1939
• Learning and development opportunities through our Accor Academies
• Opportunities to give back through our Corporate Social Responsibility initiatives

What You Will Be Doing

• Provide warm, professional and personalized service to guests through telephone, text, email and other communication channels
• Respond to guest inquiries, requests and concerns promptly, accurately documenting and following up to ensure timely resolution
• Act as a central communication hub, coordinating guest requests and operational information with Front Office, Housekeeping, Engineering, Security, Food & Beverage, Concierge and other hotel departments
• Take and process In-Room Dining orders, confidently sharing menu knowledge, anticipating guest needs and making appropriate recommendations
• Assist guests with reservations and arrangements for dining, transportation, hotel services and special events
• Provide accurate information about hotel facilities, amenities, operating hours, promotions and local attractions
• Anticipate guest needs and identify opportunities to personalize and enhance their experience
• Support guest recovery by resolving concerns within established authority and escalating when appropriate
• Support and promote the hotel’s loyalty program and guest engagement initiatives
• Maintain accurate guest profiles, service requests and documentation in hotel systems
• Support hotel emergency communications by monitoring designated emergency systems and promptly relaying critical information to the appropriate response teams
• Protect guest privacy and confidential information while following hotel policies, procedures and Fairmont service standards

To Be Successful in This Role, We Ask That You Have

• Secondary school diploma or equivalent
• Previous customer service experience in hospitality, tourism, retail, a contact centre or another service-oriented environment
• Excellent verbal and written English communication skills; additional languages are an asset
• Proficiency with Microsoft Office applications
• Strong organizational skills with the ability to manage multiple requests and priorities in a fast-paced environment
• A calm, professional and courteous approach, particularly when handling challenging situations
• Strong attention to detail, problem-solving skills and sound judgment
• Ability to work both independently and collaboratively as part of a team
• Previous luxury hotel, guest services, reservations, hotel communications or call centre experience is an asset
• Experience with Opera Cloud or another Property Management System (PMS) and guest communication platforms is an asset
• Flexibility to work a variety of shifts, including weekends, holidays and overnight shifts

Physical Aspects of Position

• Frequent seated work with prolonged use of computers, telephones and communication systems
• Frequent use of multiple software applications and communication platforms simultaneously
• Occasional standing, walking, bending, kneeling, reaching and light lifting up to 10 kg (22 lbs.)
• Ability to maintain focus and attention to detail while managing multiple communication channels and guest requests
• Ability to respond effectively during emergency situations
• This is a full-time position that includes overnight shifts, typically scheduled from 11:15 PM to 7:15 AM

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