Royal Service Agent

JobsCloseBy Editorial Insights

Accor's Royal Service Agent at Fairmont Winnipeg is the hotel information hub, handling internal and guest calls, coordinating department requests, taking In Room Dining orders, providing concierge help, and following up on concerns to ensure satisfaction. The role requires fast 50 WPM typing, basic Excel and Word, superb English communication, ability to multitask under pressure, and a strong focus on exceeding guest expectations; hospitality education is an asset, as is a second language. Full time employees gain comprehensive benefits including extended health, dental, life insurance, pension with company match, and growth opportunities across Accor properties. To apply, tailor your resume and cover letter to showcase guest service wins and readiness to work onsite in Winnipeg, highlighting hospitality coursework and multilingual skills.

Company Description

"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 https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

Royal Service Communications is the “information station” of the hotel.  Communications Agents must answer all internal and external calls, completing both staff and guest requests.  

What you will be doing:

• Answers all calls to the hotel, external, and from within the hotel.
• Completes guest and colleague requests, including connecting the call to another department, calling the appropriate person on the radio, or locating information.
• Provides concierge information to guests as required.
• Takes all In Room Dining orders.
• Handles guest concerns and follows up to ensure satisfaction.
• Reviews upcoming reservations for up-to-date and accurate information to ensure the best stay possible for the guest.
• Ensures overall guest satisfaction while exceeding expectations whenever possible.

Qualifications

• Typing skills at a minimum 50 words per minutes
• Computer skills including basic knowledge of Excel, Word required
• Must have a strong focus on guest service/satisfaction, and exceeding expectations
• Excellent English communication skills both verbal and written
• Ability to multitask, prioritize and work under pressure
• Post-secondary diploma or currently enrolled in Hospitality Program is an asset
• Fluency in a second language an asset

Additional Information

What’s in it for you:

• Full time employees will be eligible to join the benefit plan which includes extended medical (Health, Dental, Life Insurance, Short Term Disability)
• Full time employees will also be eligible to participate in Fairmont Pension Plan, which includes matched employee contributions
• Employee benefit card offering discounted rates in Accor worldwide 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
• Discounted meals in our staff cafeteria 
• Exclusive discounts at Accor branded properties worldwide with our colleague benefit card
• Complimentary dry-cleaning services for your work attire
• Learning programs tailored to hone your skills and talents
• Opportunities to make a meaningful impact by participating in our Corporate Social Responsibility initiatives, including our Sustainability Committee and Diversity, Equity & Inclusion (DEI) Committee
• Career advancement opportunities, with pathways to national and international promotions, the opportunities are limitless
• Access to our comprehensive benefits package, including extended health, dental, vision benefits; life and disability insurance; pension with company match; and Registered Retirement Savings Program (RRSP) and a Tax-Free Savings Account (TFSA) (for salaried roles)

Who We Are: Located in the heart of vibrant downtown Winnipeg, Manitoba -- at the historic corner of Portage and Main -- Fairmont Winnipeg luxury hotel extends the naturally warm reception of the Prairies. Just step outside our Winnipeg hotel and the city is at your feet.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We are happy to provide you accommodation at any stage of the application process, please contact the People & Culture Department and we will work with you to accommodate your needs.

Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.
When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.