Job Description

ROYAL SERVICE AGENT

What is in it for you:

• Employee benefit card offering discounted rates at Accor properties worldwide
• Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world!
• Complimentary meal during your shift through our Colleague Dining Program
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Hourly rate of $21.40 to 26.58

What you will be doing:

• Consistently offer professional, friendly and engaging service
• Process all external and internal calls by redirecting or assisting the caller
• Take ownership of the caller\xe2\x80\x99s request and ensure follow up according to hotel standards
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintain and monitor the \xe2\x80\x9cRoyal Service\xe2\x80\x9d software system
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• Handle and distribute faxes, voice messages and written messages for internal and external Guests
• Have full knowledge of the hotel\xe2\x80\x99s emergency procedures
• Follow department policies, procedures and service standards as well as safety policies
• Other duties as assigned

Your experience and skills include:

• Minimum one year recent experience (in the last five years) in a switchboard / front office in a similar size hotel with similar high standards of guest service, or a minimum eight months recent experience (in the last five years) in an administrative position with similar high standards of guest service
• Impeccable grooming and presentation
• Fluency in English language skills, both verbal and written
• Strong interpersonal and communication skills
• Excellent telephone manners, telephone voice
• Strong typing and clerical skills, organized and detail oriented
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and Windows, MS Office Suite an asset
• Technologically savvy an asset
• Strong knowledge of Victoria an asset
• Ability to handle many conflicting priorities at any given time and ability to work well under pressure
• Must be willing to work flexible shifts including night shifts
• A passion for guest service, with prior experience in customer service an asset
• A hospitality diploma is an asset

Physical Aspects of Position (include but are not limited to):

• Sitting for extending periods of time
• Performing repetitive work
• Occasional lifting and carrying of heavy loads.

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

Your team and working environment:

Welcome to Canada\xe2\x80\x99s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds \xe2\x80\x93 where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

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

Accor