Royal Service Operator

Website Accor

Job Description:

Every day you will be responsible for engaging with our guests, clients and colleagues. You will create the essential Toronto experience at the hotel that has been a Canadian icon for over 91 years. You will be given the responsibility to ensure that our guests and colleagues feel WELCOMED, CARED FOR and INCREDIBLE. Being part of the Fairmont Royal York family is more than providing warm and consistent service. As an ambassador of Fairmont Royal York, you will take the initiatives necessary to turn moments into memories by taking the time to understand our guests’ purposes: why are they staying at Fairmont Royal York, what is their length of stay and what are their preferences and passions? Making our guests feel heard and cared for creates an emotional connection to our brand and builds loyalty.

Job Responsibilities:

  • Providing assistance to the best of their abilities with Front Office inquiries. Training is provided to all for basic inquiries.
  • Proficiency in handling of message-taking for other departments and leaders as required
  • Becoming familiar with working-operation of Voice Mail and technology
  • Communicating with external guests to confirm restaurant reservations.
  • Operating the Meridian Telecom system, including wakeup call execution
  • Proficiency in procedures of all Emergencies and following the direction of the on shift Royal Service Senior Operator
  • Accepting all internal and external communications and coordination of all Maintenance,
  • Housekeeping, Valet Laundry, Valet Parking, Billing Inquiries, Reservations inquiry, and other general hotel information calls. Communication channels include over the phone, through individual and common email inboxes, our Kipsu texting service and message boxes.
  • Completing projects as assigned (by Royal Service Management)
  • Working closely with other department’s to develop ways to improve current practices to ensure excellent delivery of service for all of our internal and external guests.
  • Ensuring service standards are achieved based on Fairmont’s standards of service, while noting any lapses in service through our Recovery process and assisting with problem resolution as needed.
  • We empower our team to own guest recoveries and trust them to find an appropriate solution to rectify lapses in service.
  • Responding to guest needs and ensuring they are taken care of.
  • Coordinating Fairmont Fit requests, and preparing baskets after hours or when the Valet Laundry team is not available
  • Operating the dispatching of guest requests through ticketing systems and in utilizing their alternatives when needed; such as paging/radio/and hold-up systems
  • Handling basic telephone repairs, installations, removals in the property – including guest rooms and common areas
  • Handling Paging and Call Parks
  • Being familiar with working-operation of Company Email
  • Executing guest, (internal and external) concerns and complaints in a timely and efficient manners to ensure a positive result
  • Establishing and maintaining effective communication processes with all the operational departments (specifically the Front Office, Housekeeping & Maintenance). This includes dispatching all Housekeeping and Maintenance guest requests in a timely and efficient manner.

Job Requirements:

  • Second language an asset
  • Superior phone etiquette, manners, record keeping and follow-up skills
  • Superior organizational skills
  • Ability to work under pressure in a fast paced environment
  • Knowledge of Word, Excel, and Windows ’95 or Windows XP an asset
  • Available to work overnights and weekends
  • Hospitality degree/diploma and asset
  • Career and result oriented
  • Passionate about providing hospitality to our guests and patrons
  • Professional manner, outgoing personality and ability to work on own initiative
  • Excellent knowledge of Property Manager and Opera Programs
  • Ability to multi-task and prioritize calls

Job Details:

Company: Accor

Vacancy Type: Full Time

Job Location: Toronto, Ontario, CA

Application Deadline: N/A

Apply Here