Royal Service Agent - Full Time

Responsibilities

• 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
• 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
• Your team and working environment:
• Our commitment to Diversity & Inclusion:
• We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
• Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.
• 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

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

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