Full-Time Royal Service Agent

"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

Royal Service Communications is the “information station” of the hotel. Royal Service Agents must answer all internal and external calls, completing both staff and guest requests. They are in communication with other departments via radio.

What you will be doing:

• Demonstrates Fairmont Service Promise Standards and Fairmont Values in all interactions with both guests and colleagues.
• Answers all calls to the hotel, external, and from within the hotel, internal
• 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 and wake up calls to guests as required
• Takes and closes In Room Dining orders
• Handles guest concerns and follows up to ensure satisfaction
• Ensures overall guest satisfaction while exceeding expectations Reviews upcoming reservations for up-to-date and accurate information to ensure the best stay possible for the guest
• Creates strong team relationships with other departments
• Prioritizes all work and handles multiple tasks at one time
• Uses professional verbiage at all times
• Follows responsibilities for key assignment and return procedures
• Supporting Night Audit process through reconciliations and filing
• Handle guest feedback correspondence
• Prepare and distribute internal daily communication document
• Runs hourly reports to back up hotel information
• Acts as a member of the Primary Emergency Response Team and follows all emergency procedures when required
• Adheres to Health & Safety policy and ensuring safe work practices are followed at all times
• Adheres to the hotel’s Corporate Social Responsibility policies and procedures
• Other duties as assigned

• Previous guest services or telecommunications/ phone customer service experience is an asset and/or previous Rooms Division experience
• Excellent Typing skills with compatible speed
• Computer skills including knowledge of Microsoft Office: Excel, Word and Publisher required
• Working knowledge of Opera Property Management System, and Silverware is an asset
• Must have a strong focus on guest service/satisfaction, and exceeding expectations
• Positive attitude, service-oriented, team player and self-motivating
• Must be resourceful when handling requests for information
• 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

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.

Visa Requirements: To be eligible for employment with Fairmont Winnipeg, you must be in possession of a working visa for Canada. We do not provide offer letters to applicants seeking to get their work visas. Applicants must have their work visas in place prior to applying.