Bilingual Royal Service Agent (Full-Time)

Fairmont Hotels & Resorts; Ottawa; On-site; CAD 29,000 - 41,000; Full time

Benefits offered by this job

F&B discount 50%

Accor worldwide staff rates

Learning programs through Accor Academ

CSR initiatives (Planet 21)

Extended health benefits

Hourly pay $25.57

Job summary

Fairmont Château Laurier in Ottawa is seeking a Royal Service Agent (Full-Time) to deliver exceptional guest experiences in a fast-paced hotel environment. You will handle calls, wake-up services, in-room dining orders, and reservations while maintaining high standards of guest communication and multitasking across departments.

The role requires bilingual skills, prior guest service or hospitality experience, and a Smart Serve certificate.

Qualifications

• Overnight shifts available.
• Fluent in both official languages.
• Previous related experience.
• POS system experience preferred.
• Smart Serve certificate required.
• Food & Beverage experience is an asset.
• Ability to function in emergencies.
• Excellent guest services skills.
• Highly responsible and reliable.
• Excellent telephone manners and experience.
• Typing speed of 40+ wpm.
• Strong team player and self-reliant.

Responsibilities

• Provide professional, friendly service to guests.
• Handle internal and external calls; redirect or assist.
• Ownership of guest requests with timely follow-up.
• Know the hotel departments and act as liaison for guest information.
• Deliver and program wake-up calls; send secure forms.
• Maintain guestroom telephones and amenity operations.
• Handle in-room dining orders and restaurant reservations.
• Prepare and post bills to guest accounts; maintain etiquette.
• Know hotel emergency procedures; follow safety policies.
• Assist in training new colleagues.

Skills

Bilingual English/French

Guest service excellence

Telephone etiquette

Emergency handling

Typing 40+ wpm

Team player

Education

Smart Serve certificate

Tools

Point of Sale system

Job description

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).

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
• Maintain proper telephone etiquette at all times
• 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 preferred
• Must 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.