Royal Service Supervisor

AccorHotel • Los Angeles, CA

9d • Onsite

About The Position

The Royal Service Supervisor will lead the Royal Service team, setting the tone for every interaction and inspiring colleagues to deliver warm, anticipatory service. This role ensures that no guest request goes unanswered or unresolved. The supervisor will report to the Manager of Royal Service and will be responsible for supporting daily operations, coaching colleagues, monitoring performance, and owning the guest experience from initial contact through resolution. Additionally, the role involves driving business through reservations, upselling, and guest loyalty programs, while upholding Fairmont brand standards and ensuring guest confidentiality and a safe workspace.

Requirements

• Two or more years of experience in hotel guest services, reservations, front office or a related field
• Leadership presence: you motivate others, give feedback with confidence and lead by example
• Calm, courteous and solution-focused under pressure in a fast-paced environment
• Strong attention to detail, with the judgment to balance guest needs and business needs
• Comfortable with Microsoft Office and hotel technology
• Typing speed of at least 25 words per minute
• Fluent spoken and written English
• Flexible availability, including evenings, weekends and holidays
• High school diploma or equivalent experience
• Must provide proof of eligibility to be employed in the United States of America.

Nice To Haves

• Experience as a Royal Service Agent or in a similar role is a strong plus
• Knowledge of Opera PMS is an asset
• A second language is an asset
• Hospitality diploma is a plus

Responsibilities

• Lead the team on shift and support the Royal Service Manager in running day-to-day operations.
• Inspire and motivate colleagues with energy and positivity, building a collaborative and supportive team culture.
• Coach and develop colleagues, hold them accountable to Royal Service standards and recognize excellence.
• Monitor department performance through LQA results and Voice of the Guest, and turn insights into action.
• Escalate requests that aren't handled in time, and follow through until every one is complete.
• Ensure every call, internal or external, guest or colleague, is answered with warmth and professionalism, and every email within 24 hours.
• Take ownership of guest requests and concerns, resolving them with sound judgment until the guest is satisfied.
• Create, assign and track service requests so they're completed on time, every time.
• Anticipate guest needs and know the hotel's facilities, services and promotions inside out.
• Deliver the hotel's enhanced wake-up call program and support In-Room Dining orders during peak call volume.
• Book and manage reservations in the Property Management System, including changes, cancellations and rooming lists, in line with Century Plaza policies.
• Maximize revenue by upselling rooms and recommending hotel experiences.
• Enroll guests in ALL – Accor Live Limitless and keep guest profiles up to date.
• Resolve billing, folio and credit card inquiries, and assist with commission verification.
• Support Front Desk functions such as check-in, check-out and room moves, and partner with Sales and other departments as needed.
• Uphold Fairmont brand standards and Royal Service operating procedures in every interaction.
• Keep guest information strictly confidential.
• Maintain a safe, clean and orderly workspace, and promptly report any safety or security concerns to the Manager on Duty.

Benefits

• Discounted hotel rooms and food & beverage rates at our sister properties around the globe
• Learning programs through our Academies to help you grow and perform at your full potential
• Opportunity to develop your career within your property and across the world
• The chance to make a difference through Corporate Social Responsibility activities like Planet 21
• Competitive health benefit package [within 30 days of employment]
• 401(k) eligibility [after 60 days of employment]

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED