Guest Experience - Loyalty Coordinator
Do you enjoy helping others and building emotional connections to make people feel special and welcomed? If so, then we want YOU to be part of our Fairmont Royal York family.

Every day you will be responsible for engaging with our guests, clients and colleagues. You will create the essential Toronto experience at the hotel that has been a Canadian icon for over 91 years.  You will be given the responsibility to ensure that our guests and colleagues feel WELCOMED, CARED FOR and INCREDIBLE. Being part of the Fairmont Royal York family is more than providing warm and consistent service. As an ambassador of Fairmont Royal York, you will take the initiatives necessary to turn moments into memories by taking the time to understand our guests’ purposes: why are they staying at Fairmont Royal York, what is their length of stay and what are their preferences and passions?

Making our guests feel heard and cared for creates an emotional connection to our brand and builds loyalty. 

These emotional connections are not just for guests. As part of the Fairmont Royal York family, you will be tasked with creating impactful relationships with your colleagues.

If creating these lasting relationships and experiences excites you, read more about how your role supports our vision of continuing to create the essential Toronto experience!

What is in it for you:

• Employee Assistance Program (EAP)
• Extended Healthcare Plan Coverage
• Opportunity to develop your talent and grow within the Company and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• All Heartists Travel Program for stays at properties world-wide

What you will be doing:

Guest Experience - Loyalty Coordinator is in charge of the day to day operations of the Accor Live Limitless operations. They are responsible in continuously providing our most loyal guests an outstanding hotel experience by ensuring the Perfect Arrival/Check-in, proper room assignment, delivery of soft benefits, accurate billing and a timely departure. This person is to be a role model for Guest Relations and to ensure all guest challenges are resolved to satisfaction

• Ensure we meet all Accor standards for Accor Live Limitless Loyalty Operations
• Maintain regular attendance in compliance with Fairmont Standards as well as be available to work flexible shifts which would include but is not limited to : mornings, afternoons, evenings, weekends and holidays
• Must abide by the grooming standards set out in the colleague handbook as well as any further requirements which are deemed necessary by your manager
• Identify and solicit potential new ALL members by using pre-arrival contact, enrolment desks during group arrivals, and education
• Conduct Pre-arrival checks for all member reservation and all preferences, soft benefits and room requests are accommodated where possible
• Be able to perform a variety of guest requests and think creatively when called upon in order to establish a memorable experience for every guest and member
• Identify and track member preferences
• Build relationship with our members and ensure ACDC updates are top of mind
• Tracking Accor Live Limitless reservations and patterns to ensure your hotel has sufficient usage data to predict and satisfy future Loyalty guest demands
• Monitor the Loyalty Team inbox and Telephone line for member query’s and assistance
• Ensure all Front Desk Agents are well trained on the specific procedures of the ALL Desk and review procedures on a regular basis
• Track member point redemption and ensure rate accuracy
• Ensure all service responsibilities are not just yours, but that all of the Loyalty team colleagues. Take ownership in servicing our Accor Live Limitless members
• Be able to participate proficiently in functions outside one’s department when called upon

Your experience and skills include:

• Excellent interpersonal and communication skills
• Excellent knowledge of Front Office Procedures
• Knowledge of Micros Fidelio Opera an asset
• Minimum of one year Front Desk Experience 
• Exceptional written and verbal communications skills
• Diploma/Degree in Hotel Management an asset
• Flexibility with schedule required 

Physical Aspects of Position (included but not limited to):

• Regular standing and walking throughout shift
• Occasional ascending or descending ladders, stairs and ramps

Your team and working environment

For over 91 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun. To learn more, click here.

Note: Must already be legally entitled to work in Canada to be considered for the position.

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

In order to keep our employees and the general public safe from the threat of Covid 19 and the rise of variants in the community, the  Hotel has implemented a Covid-19 Vaccination Policy.

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