Job Description

Royal Service Agent
The Royal Service Department is the communication department for Fairmont Palliser Hotel, in which all internal and external telecommunications are performed. A Royal Service Agent must feel comfortable in an empowered atmosphere and show strong organizational, leadership and technical skills in order to communicate efficiently within the department and with other departments throughout the hotel.

What is in it for you:

• Learning programs through our Academies
• Employee benefit card offering discounted rates in Accor worldwide
• 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 the highest level of professional, friendly, and engaging luxury service.
• Provide guests with accurate and personalized information about hotel amenities, events, and Calgary happenings.
• Prioritize tasks, phone calls, and multiple communication channels in a changing, fast-paced environment.
• Receive, handle, and direct all internal and external telephone communication for the hotel, manage common inboxes, and SMS services.
• Take ownership of guest requests and concerns and ensure appropriate follow-up is completed to the hotel\xe2\x80\x99s standards
• Follow all Royal Service and hotel-wide systems of procedure meticulously
• Ensure the pre-arrival experience of all guests is engaging and exciting through reservation checks, proper set up of all requests, and adding personalized touches.
• Manage all wake-up calls for guests
• Establish, coordinate, and maintain a beneficial working relationship between all departments within the hotel and external partners.
• Place and monitor work orders, interdepartmental service requests, and radio calls.
• Ensure all guest profiles and preferences are updated, accurate, and acted on.
• Use your creative thinking to establish memorable experiences for our guests
• Perform other similar duties as called upon

Your experience and skills include:

• Strong organizational and communication skills through verbal or written
• Minimum of two years experience in the hotel industry
• Strong computer skills in WordPerfect and Microsoft Excel is compulsory
• Knowledge of LANmark and Microsoft Outlook an asset
• Post secondary education in Hotel and Restaurant Management an asset
• Be able to type 30 words per minutes an asset
• Must be able to take initiative and work well in a fast paced environment
• Must be able to work shift work
• Must be fluent in English
• Previous Switchboard, Front Desk or Royal Service experience an asset
• Empathetic tendencies and compulsion to exceed guest/co-worker

Your team and working environment:

Centrally located in downtown Calgary, Fairmont Palliser is the city\xe2\x80\x99s premier, landmark hotel. With 407 elegantly appointed guest rooms, The Fairmont Palliser is truly the place to be. Join us in delivering the iconic Calgary experience.

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

Fairmont Palliser is committed to an employment equity program that includes special measures to achieve diversity among staff.

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\xe2\x80\x99s 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

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Accor