Royal Service Agent, Full Time

Fairmont Waterfront redefines hospitality with Pure Coastal Luxury. Our award-winning hotel, nestled on Vancouver's stunning waterfront, is consistently celebrated by top publications like Conde Naste Traveler and recognized as a Great Place to Work® Canada for a second consecutive year. We are Industry leaders in sustainability & embody our commitment to our community, featuring Vancouver's first green roof & rooftop apiary. 

Our Culture is strongly rooted in diversity, inclusion, professional growth and development - over 60% of promotions are from within. We are committed to empowering ambitious individuals to thrive. If you're a visionary who shares our values and passion for excellence, join us to help shape the future of luxury hospitality.  

Why work at Fairmont Waterfront?

• Sustainability and community commitment  - recognized with 5 Green Leaves Certification rating from Green Key Global since 2011
• Empowering Women in Leadership - More than 50% of leadership team including Executive Level, are women
• Celebrating Diversity - our team represents over 60+ countries, fostering an inclusive and global community
• Strong Culture of Belonging for the 2SLGBTQIA+ community providing year-round support, including gender inclusive change rooms
• Generous perks - Enjoy discounted rates at over 5,500 Accor hotels worldwide through our Colleague Travel Discount Program* food & beverage discounts, transit reimbursement program for Trans Link monthly passes, subsidized meal during your shift through our colleague dining program
• Comprehensive Benefits - through our Benefit Plan* including medical, dental and vision coverage, Pension Plan, and more!
• Dining Discounts - Get 50% off at our dining establishments in Vancouver, Victoria and Whistler through our Food & Beverage Discount Program
• Exclusive Experiences - One free stay through our Be Our Guest Program
• Full rate of pay, $32.46 per hour following 90 days of service

*full-time and part-time status colleagues

Royal Service Agent

Your knowledge of the hotel and the technical skill you display when responding to Guest telephone calls will prove you truly are a Fairmont professional. As a Royal Service Agent, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.

What you will be doing: Reporting to the Reservations and Royal Service Manager, responsibilities and essential job functions include but are not limited to the following: 

• Provide professional, friendly, and engaging service at all times.
• Handle all external and internal calls, either by redirecting or assisting the caller.
• Take ownership of the caller’s request and ensure timely follow-up in accordance with hotel standards.
• Respond promptly and professionally to all Room Reservation, Rate Offering, and Hotel Information inquiries via telephone and email.
• Accurately record reservation details in the Property Management System (Property Manager).
• Monitor and manage the 'Royal Service' platform and respond to guest Kipsu text messages.
• Maintain a solid working knowledge of all hotel departments, particularly Housekeeping, Front Office, and Engineering.
• Serve as a liaison for guests, providing information on all hotel services.
• Handle and distribute faxes, voice messages, and written messages for internal and external guests.
• Be fully familiar with the hotel’s emergency procedures.
• Adhere to department policies, procedures, and service standards.
• Comply with all safety policies.
• Other duties as assigned.

Qualifications:

• Minimum one year of recent experience (within the last five years) in a switchboard/front office role at a hotel of similar size and service standards.
• Impeccable grooming and presentation.
• Fluency in both verbal and written English.
• Strong interpersonal and communication skills.
• Excellent telephone etiquette and voice.
• Strong typing, clerical, and organizational skills with attention to detail.
• Computer literate in Microsoft Window applications; previous experience with Opera Cloud, Micros, Open Table, and Kipsu text messaging system is an asset.
• Strong knowledge of Vancouver is a plus.
• Ability to manage multiple priorities and work well under pressure.
• Willingness to work flexible shifts, including nights and weekends.
• Passion for guest service, with prior customer service experience preferred.

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

• Frequent sitting throughout shift
• Occasional standing, kneeling, pushing, pulling, lifting

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