Bilingual Royal Service Agent (Full-Time)

Fairmont; Ottawa; Sur place; CAD 29 000 - 41 000; Plein temps

Avantages offerts par ce poste

50% Food & Beverage discount

Accor worldwide employee discount card

Learning programs via Accor Academies

Planet 21 CSR involvement

Comprehensive extended health benefits

Résumé du poste

Fairmont Château Laurier in Ottawa is seeking a Royal Service Agent (full-time) to deliver exceptional guest service and handle front-of-house duties across rooms and guest services.

You will manage calls, wake-up routines, dining orders, reservations and billing, while maintaining awareness of hotel procedures. The role requires bilingual English/French proficiency, POS experience, and Smart Serve certification.

Qualifications

• Overnight shift availability.
• Fluent in English and French.
• Previous related experience.
• POS system experience preferred; Smart Serve certificate required.
• Food & beverage experience is a strong asset.
• Ability to function in emergency situations.
• Excellent guest services skills.
• Highly responsible and reliable.
• Excellent telephone manners and experience.
• Typing 40+ words per minute.
• Strong team player and self-reliant.

Responsabilités

• Consistently offer professional, friendly and engaging service to guests.
• Process all external and internal calls by redirecting or assisting the caller.
• Own caller requests and ensure follow-up per hotel standards.
• Liaise with all hotel departments for guest information.
• Deliver and program wake-up calls for guests.
• Process Secure Pay forms on request.
• Maintain guestroom telephones in working order.
• Organize daily amenity reports and same-day requests.
• Take in-room dining orders and assist with restaurant reservations.
• Create guest bills and post to guest accounts.
• Know hotel emergency procedures.
• Follow department policies, service standards and safety policies.
• Assist in training of new colleagues.
• Other duties as assigned.

Connaissances

Bilingual (English & French)

Guest services

Telephone manners

Typing 40+ wpm

Emergency procedures

Team player

Overnight shift availability

Customer-facing

Formation

Smart Serve certificate

Outils

POS system experience

Description du poste

• Full-time
• Job-Category: Rooms
• Job Type: Permanent
• Job Schedule: Full-Time

Company Description

Located in the heart of Canada's capital next door to the Parliament Buildings, the landmark Fairmont Chateau Laurier hotel in Ottawa is looking to fill a role of Royal Service Agent (Full-Time).

What is in it for you:

• Wonderful company culture - our colleagues are at the heart of all that we do
• Food & Beverage discount of 50% in our restaurants
• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Comprehensive extended health benefits package
• Full rate of pay of $25.57/hour

Job Description

Reporting to the Royal Service & Loyalty Manager, responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly and engaging service to our internal and external guests
• Process all external and internal calls either by redirecting calls or assisting the caller
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
• Have a sufficient working knowledge of all departments
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• Deliver and program wake up calls for guests
• Send Secure Pay forms upon request
• Maintain and ensure all guestroom telephones are in operating condition
• Responsible for organizing daily amenity report and same day amenity requests
• Take in-room dining food & beverage orders
• Take dining reservations for our restaurants and answer questions regarding menu items and special dining events in an informative and helpful way
• Create bills and post to guest accounts
• Have full knowledge of the hotel’s emergency procedures
• Follow department policies, procedures, service standards and safety policies
• Assist in the training of new colleagues
• Other duties as assigned by the Royal Service and Loyalty Manager

Qualifications

• Available to work overnight shifts
• Fluent in both official languages
• Previous related experience
• Previous Point of Sale system experience preferredMust have Smart Serve certificate
• Food and Beverage experience is a strong asset
• Ability to function effectively in emergency situations
• Must possess outstanding guest services skills
• Highly responsible and reliable
• Must have excellent telephone manners and experience
• Strong familiarity with computers - Must be able to type 40+ words per min
• Strong team player and self-reliant

Additional Information

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

• Sitting throughout shift and occasional lifting and carrying up to 20 lbs

Fairmont Château Laurier is proud to provide employment accommodation during the recruitment process. Should you require any accommodations, please notify us.

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

AI disclosure:We use artificial intelligence to help screen and assess applications for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.