Royal Service Agent

Royal Service Agent

Location: Fairmont Empress, Victoria, Canada

Region: Luxury & Lifestyle

Job Reference: REF122916N

Royal Service Agent Restricted (Part-time)

Company Description Recognized as the #1 Best Canadian Hotel in Travel + Leisure's 2025 & 2026 World's Best Awards, Fairmont Empress is located in Victoria, BC, overlooking the city’s sparkling Inner Harbour. A Forbes recommended and MICHELIN key hotel that offers 431 beautifully appointed guest rooms and suites, Fairmont Spa with signature West Coast experiences, and Q at the Empress featuring Pacific Northwest cuisine, an award-winning wine list, and regionally focused cocktail culture. World-famous Tea at the Empress is served in the Lobby Lounge with stunning harbour views. The magnificent property completed a $60+ million restoration in 2017 that celebrated its proud history while moving the hotel into a new era of modern luxury and transforming the iconic property into a must-visit destination. In 2023, the property introduced a revamped Fairmont Gold Experience, including a major renovation to the Fairmont Gold floor. 88 Fairmont Gold rooms and a newly renovated lounge are ready to accommodate guests. Located on Vancouver Island, Canada’s Castle on the Coast is the ideal starting point to explore British Columbia’s stunning natural and expansive beauty. Historic Hotels Worldwide recognizes the property's prestigious grounds as the Top 25 Most Magnificent Gardens in the World.

Job Description

What is in it for you:

• Employee benefit card offering discounted rates at Accor properties worldwide
• Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world
• Complimentary meal during your shift through our Colleague Dining Program
• Complimentary uniform laundering
• Access to comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through GreenShield
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and Leadership Mentoring Programs
• Hourly pay rate from 28.20 to 32.23

What you will be doing:

• Consistently offer professional, friendly and engaging service
• Process all external and internal calls by redirecting or assisting the caller
• Take ownership of the caller's request and ensure follow up according to hotel standards
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintain and monitor the “Royal Service” software system
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• Handle and distribute faxes, voice messages and written messages for internal and external Guests
• Have full knowledge of the hotel's emergency procedures
• Follow department policies, procedures and service standards as well as safety policies
• Overnight shift coverage when required
• Other duties as assigned

Qualifications

Your experience and skills include:

• Minimum one year of recent experience within the last five years in a hotel of similar size, complexity, and guest service expectations, or a minimum six months of recent experience in an administrative position within a luxury hospitality or service-oriented environment

• Impeccable grooming and presentation

• Fluency in English language skills, both verbal and written

• Strong interpersonal and communication skills

• Excellent telephone manners, telephone voice

• Strong typing and clerical skills, organized and detail oriented

• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and Windows, MS Office Suite an asset

• Technologically savvy an asset

• Strong knowledge of Victoria an asset

• Ability to handle many conflicting priorities at any given time and ability to work well under pressure

• Must be willing to work flexible shifts including night shifts

• A passion for guest service, with prior experience in customer service an asset

• A hospitality diploma is an asset

• Additional Information

Physical ability to perform the requirements of the job, including:

• Sitting for extended periods of time

• Performing repetitive work

• Occasional lifting and carrying of heavy loads

• Visa

• 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.

• LET YOUR PASSION SHINE

• We foster our creativity, our excellence and progressiveness. We interconnect with each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in being part of a wider global team leading the way in local sustainability initiatives. Working together with our communities, we will empower you to make your own meaningful impact.

• JOIN US

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