Royal Service Agent - Full Time

AccorHotel•Vancouver, BC

16h•Onsite

About The Position

As a Royal Service Agent, you will be the primary point of contact for all guest requests and inquiries via telephone. You will deliver exceptional, personalized service while efficiently coordinating guest needs with various departments. Your role is key in creating seamless and memorable experiences, ensuring every interaction reflects the luxury and service excellence of the hotel.

Requirements

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
Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

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

Benefits

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
Discounted room rates at Fairmont hotels worldwide and special colleague rates across other Accor properties