Royal Service Agent - Full Time

JobsCloseBy Editorial Insights

Accor is hiring a Royal Service Agent at the Fairmont Hotel Vancouver for a full-time onsite role in Vancouver. You’ll deliver warm, professional service by phone and text from pre-arrival to departure, collaborate with departments, and promote hotel amenities and the loyalty program, with overnight shifts (11:15 PM to 7:15 AM) and weekend availability. Requirements include luxury or high-volume guest service experience, proficiency with Opera or a similar system and MS Office, strong English communication, and the ability to stay calm under pressure. The package includes competitive wages, benefits, dining discounts, and development opportunities. To apply, tailor your resume to show concrete hospitality examples, emphasize multi-tasking and teamwork, and demonstrate enthusiasm for Accor’s Be Our Guest program.

Company Description

Experience the magic of working at Fairmont Hotel Vancouver, a timeless Vancouver landmark known as the ‘Castle in the City’. With its majestic chateau-style architecture, copper green roof, and historic gargoyles, this stunning hotel has been captivating visitors since 1939. Located in the heart of downtown Vancouver on prestigious Georgia Street, the hotel is surrounded by a dynamic arts scene, vibrant shopping, exciting nightlife, and world-class dining. Join our cherished team, and be part of an unforgettable hospitality experience. You’ll help create lasting memories for our guests in a setting that’s as exceptional as you are! 

Job Description

Royal Service (Call Centre) Agent

You can hear a smile over the phone, and yours sets the tone for unforgettable experiences.

As a Royal Service Agent, you'll be the voice of the hotel, delivering warm, professional service via phone and text to guests throughout their journey, from pre-arrival to departure. Your friendly and knowledgeable approach ensures each guest feels genuinely welcomed and cared for. In this pivotal role, you’ll also collaborate with various departments to ensure smooth communication behind the scenes.

What’s In It for You

• A supportive, inclusive, and empowering workplace where people are at the heart of everything we do
• A fun and passionate hospitality team committed to making the world a more welcoming place
• Competitive starting wage of $26.99/hour, increasing to $33.74/hour after probation
• Complimentary meals during shifts through our Colleague Dining Program
• 50% off at our dining destinations in Vancouver, Victoria, and Whistler through the Pacific Northwest Food & Beverage Discount Program
• Monthly TransLink pass reimbursement available after one year of continuous service
• Comprehensive benefits package: medical, dental, vision, life, and disability insurance for eligible colleagues
• Company-matched pension plan and optional Group RRSP enrollment
• A complimentary hotel stay with breakfast for two through our Be Our Guest welcome program
• Exclusive Accor Colleague Benefit Card offering discounted stays and dining worldwide for you and your family
• A chance to work in a historic Vancouver landmark hotel with a legacy dating back to 1939
• Learning and development opportunities through our Accor Academies
• Opportunities to give back through our Corporate Social Responsibility initiatives

What You Will Be Doing

• Provide friendly and prompt guest service via phone and text, handling requests and inquiries with care
• Manage internal and external communication (voice messages, written notes, faxes) efficiently and professionally
• Promote hotel amenities, services, and offerings to elevate the guest experience
• Support and promote the loyalty program while ensuring smooth communication across departments
• Stay informed about emergency procedures and contribute to a safe workplace
• Follow all service standards and departmental policies for consistent guest satisfaction
• Perform additional duties as assigned

Qualifications

To Be Successful in This Role, We Ask That You Have

• A service-focused personality with prior guest-service experience (luxury hotel experience is an asset)
• Proficiency with Microsoft Office applications and experience with Opera or a related system
• Strong communication skills, both verbal and written, with fluency in English (additional languages are a plus)
• Ability to stay calm and courteous in challenging situations while prioritizing guest needs
• Strong organizational skills, attention to detail, and the ability to handle multiple tasks in a fast-paced environment
• Team player with the ability to work independently and present professionally
• Flexibility to work weekends, holidays, and overnight shifts

Physical Aspects of Position

• This is a full-time role that includes overnight shifts, typically scheduled between 11:15 PM – 7:15 AM
• Frequent seated work, with occasional standing, kneeling, or light lifting
• May require occasional use of stairs, ramps, or ladders in the course of daily tasks

Additional Information

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

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  https://careers.accor.com

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