Royal Service Operator (full-time)
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.

What is in it for you:

• Employee benefit card offering discounted rates at Accor worldwide
• 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:

• Accepting all internal and external communications and coordination of all Maintenance, Housekeeping, Valet Laundry, Valet Parking, Billing Inquiries, Reservations inquiry, and other general hotel information calls. Communication channels include over the phone, through individual and common email inboxes, our Kipsu texting service and message boxes.
• Providing assistance to the best of their abilities with Front Office inquiries. Training is provided to all for basic inquiries.
• Establishing and maintaining effective communication processes with all the operational departments (specifically the Front Office, Housekeeping & Maintenance). This includes dispatching all Housekeeping and Maintenance guest requests in a timely and efficient manner.
• Ensuring service standards are achieved based on Fairmont’s standards of service, while noting any lapses in service through our Recovery process and assisting with problem resolution as needed. We empower our team to own guest recoveries and trust them to find an appropriate solution to rectify lapses in service.
• Responding to guest needs and ensuring they are taken care of.
• Working closely with other department’s to develop ways to improve current practices to ensure excellent delivery of service for all of our internal and external guests.
• Coordinating Fairmont Fit requests, and preparing baskets after hours or when the Valet Laundry team is not available
• Communicating with external guests to confirm restaurant reservations.
• Completing projects as assigned (by Royal Service Management) 
• Operating the Meridian Telecom system, including wakeup call execution 
• Operating the dispatching of guest requests through ticketing systems and in utilizing their alternatives when needed; such as paging/radio/and hold-up systems
• Executing guest, (internal and external) concerns and complaints in a timely and efficient manners to ensure a positive result
• Handling basic telephone repairs, installations, removals in the property – including guest rooms and common areas
• Handling Paging and Call Parks
• Proficiency in handling of message-taking for other departments and leaders as required
• Being familiar with working-operation of Company Email
• Becoming familiar with working-operation of Voice Mail and technology
• Proficiency in procedures of all Emergencies and following the direction of the on shift Royal Service Senior Operator

Your experience and skills include:

• Superior phone etiquette, manners, record keeping and follow-up skills
• Ability to multi-task and prioritize calls
• Passionate about providing hospitality to our guests and patrons
• Excellent knowledge of Property Manager and Opera Programs 
• Superior organizational skills
• Ability to work under pressure in a fast paced environment
• Knowledge of Word, Excel, and Windows ’95 or Windows XP an asset
• Hospitality degree/diploma and asset
• Career and result oriented
• Second language an asset
• Professional manner, outgoing personality and ability to work on own initiative
• Available to work overnights and weekends

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

• Frequent sitting throughout shift 
• Occasional lifting and carrying up to 20 lbs 
• Occasional kneeling, pushing, pulling, lifting 
• Occasional ascending or descending of stairs and ramps
• Ability to focus attention on guest needs, remaining calm and courteous at all times

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.

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