Central Services Agent

Responsibilities

• 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?
• 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

Benefits

Additional Information

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.

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