Royal Service Agent - Full Time

Company Description

As a Royal Service Agent, you will be the primary point of contact for all guest requests and inquiries via telephone. You will deliver exceptional, personalized service while efficiently coordinating guest needs with various departments. Your role is key in creating seamless and memorable experiences, ensuring every interaction reflects the luxury and service excellence of the hotel.

Job Description

Why work for Fairmont Pacific Rim?

• Be part of a progressive hotel that embraces the culture and vibrancy of one of Canada’s most beautiful cities, Vancouver, proudly recognized as a Great Place to Work, and the first hotel in North America to achieve Single-Use Plastic Free Certification
• A competitive rate of $33.00 per hour
• Complimentary work meals through our Colleague Dining Program
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program, offering 50% off at participating dining destinations in Vancouver, Victoria, and Whistler
• TransLink monthly pass reimbursement program
• Extensive benefits package, including health, paramedical, dental, vision, life, and disability insurance (eligibility requirements apply)
• Company-matched pension plan and the opportunity to enroll in the Group RRSP (eligibility requirements apply)
• A complimentary hotel stay with breakfast for two through our BE OUR GUEST program for newly hired colleagues
• Opportunities to participate in sustainability, charity, and community engagement initiatives
• Access to world-class training, leadership programs, and career development opportunities across a global hospitality network
• Be part of a dynamic, diverse team in a stunning luxury environment where no two days are the same
• Enjoy discounted room rates at Fairmont hotels worldwide and special colleague rates across other Accor properties
• Opportunity to grow within a collaborative and professional Rooms Division team
• Distinctly West Coast, the hotel delivers unique guest experiences through creativity, artistry, and elevated hospitality, while remaining at the forefront of art, music, and fashion programming in the city

What you will be doing:

• Answer all internal and external calls promptly, courteously, and professionally, following brand standards
• Process guest requests, wake-up calls, and service orders accurately and efficiently
• Coordinate and dispatch requests to appropriate departments (Housekeeping, Engineering, In-Room Dining, Concierge, etc.)
• Maintain clear and effective communication with all hotel departments to ensure timely follow-up
• Handle guest concerns with professionalism and empathy, ensuring prompt resolution and escalation when required
• Monitor and manage guest requests through the hotel’s systems to ensure completion and satisfaction
• Provide knowledgeable information about hotel services, outlets, and local attractions
• Take initiative to personalize each guest interaction and anticipate guest needs
• Support emergency procedures and communication protocols as required
• Maintain confidentiality of guest information at all times
• Other duties assigned

Qualifications

Your experience and skills include:

• Previous experience in a luxury hotel or customer service environment is an asset
• Strong verbal communication skills with a clear and professional telephone manner
• Ability to multitask and remain calm in a fast-paced environment
• Proficiency with hotel systems such as Opera, Royal Service platforms, or similar systems is an asset
• Excellent organizational and time management skills
• Service-focused personality with a passion for guest experience
• Ability to work flexible hours, including evenings, weekends, and holidays

Additional Information

Your team and working environment:

You will be part of a dynamic and service-driven Royal Service team, working closely with all departments across the hotel to ensure seamless communication and exceptional guest experiences. Collaboration, attention to detail, and a shared commitment to luxury service excellence are at the heart of everything we do.

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

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