Bilingual Royal Service Agent (Part-Time)

Fairmont; Ottawa; On-site; CAD 29,000 - 41,000; Part time

Benefits offered by this job

50% F&B discount at restaurants

Accor employee rate for self andFamily

Learning programs through Accor academ

Planet 21 CSR involvement

Job summary

Fairmont Château Laurier in Ottawa is hiring a Part-Time Royal Service Agent. You will handle guest calls, wake-up calls, reservations, and room-service orders, delivering courteous and efficient service while staying informed across departments. A Smart Serve certificate and fluent bilingual abilities are required.

The position offers a supportive team, strong Accor brand link, and employee benefits. Training and CSR activities are part of this role.

Qualifications

• Fluent in both official languages (English and French).
• Previous related experience preferred.
• Must have Smart Serve certificate.
• Strong telephone manners and guest-service skills.
• Strong familiarity with computers; ability to type 40+ wpm.

Responsibilities

• 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

Skills

Bilingual English/French

Education

Smart Serve certificate

Tools

POS system experience

Job description

• Part-time
• Job-Category: Rooms
• Job Type: Permanent
• Job Schedule: Part-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 (Part-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
• Full rate of pay of $25.57/hour

Job Description

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

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 toolsassistour hiring team but do not replace human judgment. Final hiring decisions areultimately madeby humans. If you would like more information about how your data is processed, please contact us.

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