Job Description

Central Services Agent
As a Central Service Agent, you are a wealth of knowledge for our guests, handling each of their requests with care and exceptional guest service.

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 offer professional, friendly and engaging service
• Perform Quality Control checks on incoming reservations and setup them up according to the department Quality Check List.
• Process all external and internal calls.
• Take ownership of the caller's request and ensure follow up according to the hotel's standards
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office, Engineering, Reservations and In-Room Dining
• Maintain and monitor the "Royal Service" software system
• Handle property emails
• Process reservation requests through email
• Process rooming lists as requested by the Sales & Marketing team
• Take In Room Dining Orders
• Take care of ALL member reservations and handle loyalty inquires
• Concierge Services - Included but not limited to - Restaurant bookings on and off property, Limousine services bookings, handling guest and hotel shipping needs and recommending activities to our guests
• Handle billing inquiries and discrepancies
• Use Open table software to make restaurant reservations.
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• Have full knowledge of the hotel's emergency procedures
• Follow department policies, procedures and service standards
• Follow all safety policies
• Other duties as assigned
• Full rate of $27.65

Your experience and skills include:

• Guest focused personality is essential; experience is an asset
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities
• Fluency in English; additional languages are a plus
• Must possess outstanding guest services skills and sophisticated verbal communication skills
• Ability to handle change as the department tasks are consistently evolving and there is a focus on continuous improvement
• Always willing to learn something new
• As a condition of your employment, you must be fully vaccinated against COVID-19 and provide appropriate proof of vaccination prior to beginning with the hotel
• Computer literate in Microsoft Window applications required
• Strong interpersonal and problem solving abilities
• Highly responsible & reliably
• Ability to work well under pressure in a fast paced environment

VISA REQUIREMENT: all applicants must be legally entitled to work in Canada. The hotel is unable to assist candidated with obtaining Canadian work authorization at this time.

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

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS