Central Services Agent

They say you can hear someone's smile over the phone! As a Royal Service Agent, your knowledge of the hotel and the technical skill you display when responding to Guest telephone calls will prove you are truly a Fairmont professional. Your effective and engaging communication will be the key when speaking to your fellow Colleagues and Guests. You will turn moments into memories throughout our Guest’s journey, from their pre-booking welcome, to inquiries throughout their stay, and a warm farewell experience that they will never forget. 
 

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
• Complimentary One Night Stay at Fairmont Hotel Vancouver with breakfast and dinner for two included once eligibility requirements are met
• Complimentary access to our learning and development programs through our Academies and discounted eCornell Online Certificate programs
• Opportunity to develop your talent and grow within your property and across the world! 
• Ability to make a difference through our Corporate Social Responsibility initiatives, including our Planet 21 Sustainability Committee and our Diversity, Equity & Inclusion Committee, championing 2SLGBTQIA+, Ability & Accessibility, Gender Equality, and Race & Cultural Diversity
• Complimentary meal during your shift through our Colleague Dining Program 
• Complimentary uniform laundering
• Access to our Safety Footwear Reimbursement Program (up to $120 per year)
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP), company-provided Registered Retirement Savings Plan (RRSP), and Tax Free Savings Account (TFSA) when meeting eligibility requirements 
• Paid annual vacation (up to 30+ days per year), twelve statutory holidays, and birthday leave once eligibility requirements are met
• Transit Subsidy Program offering payroll deduction for transit with company-provided discounts
• Opportunity to be nominated for and win your dream trip through our yearly employee and leadership recognition program 
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs

What you will be doing:

• Consistently offering friendly, professional, and proactive guest service over the phone and through text messaging
• Take ownership of each call, respond to requests and answer questions while providing exceptional service
• Handle and distribute faxes, voice messages and written messages for internal and external Guests
• Take initiative to add a personalized experience
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through our amenities and services 
• Promote our loyalty program
• Act as an ambassador for the department and act as a hub to ensure exceptional interdepartmental communication
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering, while maintaining and updating our Royal Service system
• Following departmental policies, procedures, and service standards
• Maintaining a safe working environment and following all safety policies and procedures
• Have full knowledge of the hotel’s emergency procedures
• Follow department policies, procedures and service standards
• Follow all safety policies 
• All other duties as assigned

Your experience and skills include:

• Service focused personality is essential and previous experience working in a guest-service position is required
• Luxury hotel experience is an asset
• Prior experience working with Opera or a related system
• Computer savvy and working proficiency with Microsoft Office applications required
• Written, verbal, and comprehensive fluency in English; additional languages are an asset
• Ability to focus attention on guest needs, remaining calm and courteous even in challenging situations
• Ability to work well under pressure in a fast paced environment
• Strong interpersonal and problem solving abilities
• Keen attention to detail, ability to prioritize competing tasks, and strong organizational skills
• Ability to work independently as well as cohesively and part of a team
• Ability to present and communicate professionally and articulately
• Highly responsible and reliable
• Ability to work a flexible and rotating schedules (including early mornings, late nights, holidays, weekends, and overnights)
• Successful candidates must be legally eligible to work in Canada. The Hotel is unable to assist candidates in obtaining Canadian work authorization

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

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

Your team and working environment:

We are thrilled to welcome our guests back to Fairmont Hotel Vancouver. Fairmont Hotel Vancouver, known as the ‘Castle in the City’, with its chateau-style green-clad copper roof and gargoyles is an architectural landmark in the heart of Downton Vancouver that captures the hearts and imaginations of all who visit. A registered heritage property operating since 1939, the hotel symbolizes grandeur and timeless elegance.  In spring 2019, Fairmont Hotel Vancouver completed a $75M, five-year multiphase revitalization project. With its prestigious address on Georgia Street, this castle is surrounded by a diverse arts community of galleries and theatres, a thriving shopping district, exhilarating nightlife and world class cuisine.  Join our team and welcome our guests back to extraordinary experiences at their home away from home.

 

Our commitment to Diversity & Inclusion:

• We are an inclusive company and our ambition is to attract, recruit and promote diverse talent

  Central Services Agent

  They say you can hear someone's smile over the phone! As a Royal Service Agent, your knowledge of the hotel and the technical skill you display when responding to Guest telephone calls will prove you are truly a Fairmont professional. Your effective and engaging communication will be the key when speaking to your fellow Colleagues and Guests. You will turn moments into memories throughout our Guest’s journey, from their pre-booking welcome, to inquiries throughout their stay, and a warm farewell experience that they will never forget. 
   

  What is in it for you:

• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

• What you will be doing:

• Consistently offering friendly, professional, and proactive guest service over the phone and through text messaging
• Take ownership of each call, respond to requests and answer questions while providing exceptional service
• Handle and distribute faxes, voice messages and written messages for internal and external Guests
• Take initiative to add a personalized experience
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through our amenities and services 
• Promote our loyalty program
• Act as an ambassador for the department and act as a hub to ensure exceptional interdepartmental communication
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering, while maintaining and updating our Royal Service system
• Following departmental policies, procedures, and service standards
• Maintaining a safe working environment and following all safety policies and procedures
• Have full knowledge of the hotel’s emergency procedures
• Follow department policies, procedures and service standards
• Follow all safety policies 
• All other duties as assigned

• Your experience and skills include:

• Service focused personality is essential and previous experience working in a guest-service position is required
• Luxury hotel experience is an asset
• Prior experience working with Opera or a related system
• Computer savvy and working proficiency with Microsoft Office applications required
• Written, verbal, and comprehensive fluency in English; additional languages are an asset
• Ability to focus attention on guest needs, remaining calm and courteous even in challenging situations
• Ability to work well under pressure in a fast paced environment
• Strong interpersonal and problem solving abilities
• Keen attention to detail, ability to prioritize competing tasks, and strong organizational skills
• Ability to work independently as well as cohesively and part of a team
• Ability to present and communicate professionally and articulately
• Highly responsible and reliable
• Ability to work a flexible and rotating schedules (including early mornings, late nights, holidays, weekends, and overnights)
• Successful candidates must be legally eligible to work in Canada. The Hotel is unable to assist candidates in obtaining Canadian work authorization

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

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

• Your team and working environment:

  We are thrilled to welcome our guests back to Fairmont Hotel Vancouver. Fairmont Hotel Vancouver, known as the ‘Castle in the City’, with its chateau-style green-clad copper roof and gargoyles is an architectural landmark in the heart of Downton Vancouver that captures the hearts and imaginations of all who visit. A registered heritage property operating since 1939, the hotel symbolizes grandeur and timeless elegance.  In spring 2019, Fairmont Hotel Vancouver completed a $75M, five-year multiphase revitalization project. With its prestigious address on Georgia Street, this castle is surrounded by a diverse arts community of galleries and theatres, a thriving shopping district, exhilarating nightlife and world class cuisine.  Join our team and welcome our guests back to extraordinary experiences at their home away from home.

   

  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