Central Services Agent

Accor Hotels; Richmond; On-site; CAD 65,000 - 73,000; Full time

Benefits offered by this job

Complimentary duty meal

Complimentary hotel stay for two

Employee benefit card with discounteds

Pension plan and GRSP enrollment

Transit pass reimbursement or parking

Comprehensive benefits: medical,Dental

Job summary

Fairmont Vancouver Airport is seeking a Central Services Agent to deliver professional, friendly service by phone and in-person, acting as the hub for internal and external communications. You will handle guest requests, maintain records, and support multiple departments to ensure seamless operations within the airport hotel environment.

Responsibilities include knowledge of emergency procedures, accurate guest call records, and cross-department coordination to enhance guest satisfaction.

Qualifications

• Service-focused personality; experience is an asset.
• Ability to handle multiple tasks in a fast-paced, ever-changing environment.
• Focus on guest needs; stay calm and courteous.
• Previous customer-related experience an asset.
• Must be flexible in terms of working hours - regular coverage of overnight shift.
• Ability to handle cash effectively and with accuracy.
• Prior experience working with Opera Cloud or a related system.
• Fluency in English; additional languages are a plus.

Responsibilities

• Consistently offer professional, friendly and engaging service.
• Act as the point of contact for internal and external communications.
• Provide warm friendly service and efficient follow-up to all guest requests or concerns.
• Full knowledge of the department and hotel emergency and crisis procedures including: fire procedures, elevator entrapment and staff/guest medicals.
• Ensuring accurate records of guest calls to Central Services.
• Ensuring inter-departmental communication and co-operation in the interest of better guest satisfaction.
• Being well informed about all hotel facilities/events in order to provide information as required.
• Maintaining working knowledge of operating procedures of the following departments: Housekeeping, Front Office, Engineering, Guest Services, Food and Beverage.
• Maintaining knowledge of hotel rates and packages.
• Set up reservations in order to support the perfect arrival.
• Process shipping requests for guests.
• Process lost and found items.
• Compliance with all safety regulations of assigned tasks, and ensure a clean and safe working environment with active participation in the hotel health and safety program.
• Maintaining a safe and hazard free working environment.
• Completing daily task list.
• Other duties as assigned.

Skills

Customer service

Multitasking

Guest focus

Cash handling

Communication

Overnight shift readiness

Opera Cloud experience

Tools

Opera Cloud

Job description

Company Description

Why work for Fairmont Vancouver Airport?

Steps away from the airline gates, Fairmont Vancouver Airport offers 397 beautifully appointed accommodations and is the only hotel located within Vancouver International Airport. Our guest rooms and suites are spacious withsoundproofed, floor-to-ceiling windows and unobstructed views of the airport runways and North Shore Mountains. Fairmont Gold rooms are located on the top floor of the hotel with access to first class service and amenities, including the exclusive Fairmont Gold Lounge.

An inclusive, empowering and positive workplace, where we place people at the heart of everything we do. The opportunity to join one of Canada’s Great Place to Work®, alongside passionate hoteliers, where over 50% of our Leadership team is female and over 50% of promotions happen from within.

What is in it for you:

• The opportunity to live, work and play across the world through our employee travel and internal transfer programs
• Complimentary duty meal in our colleague dining room
• Complimentary hotel stayfor two through our BE OUR GUEST program
• Employee benefit card offering discounted room and food & beverage rates at Fairmont & Accor properties worldwide
• Ability to make a difference through our Corporate Social Responsibility activities, like Sustainability and collaboration with local charities
• A comprehensive benefits package including extended medical, dental, vision, life insurance, and disability benefits
• A company-matched pension plan and ability to enroll in the Group Registered Retirement Savings Plan (GRSP)
• 30% reimbursement of TransLink monthly passor YVR Employee Parking pass
• Full wage of $32.60/hr following the successful completion of probationary period

Job Description

Central Services Agent

At Fairmont Vancouver Airport, every guest interaction is an opportunity to create a lasting memory. We invite you to showcase your exceptional interpersonal skills as Central Services Agent, where the knowledgeable and personalized service you provide by telephone will make our guests feel unique and valued.

What you will be doing:

• Consistently offer professional, friendly and engaging service
• Act as the point of contact for internal and external communications
• Provide warm friendly service and efficient follow-up to all guest requests or concerns
• Full knowledge of the department and hotel emergency and crisis procedures including: fire procedures, elevator entrapment and staff/guest medicals
• Ensuring accurate records of guest calls to Central Services
• Ensuring inter-departmental communication and co-operation in the interest of better guest satisfaction
• Being well informed about all hotel facilities/events in order to provide information as required
• Maintaining working knowledge of operating procedures of the following departments: Housekeeping, Front Office, Engineering, Guest Services, Food and Beverage
• Maintaining knowledge of hotel rates and packages
• Set up reservations in order to support the perfect arrival
• Process shipping requests for guests
• Process lost and found items
• Compliance with all safety regulations of assigned tasks, and ensure a clean and safe working environment with active participation in the hotel health and safety program
• Maintaining a safe and hazard free working environment
• Completing daily task list
• Other duties as assigned

Qualifications

Your experience and skills include:

• Service focused personality is essential; experience is an asset
• Able to handle a multitude of tasks in a fast-paced, ever-changing environment
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Previous customer related experience an asset
• Must be flexible in terms of working hours - regular coverage of overnight shift
• Ability to handle cash effectively and with accuracy
• Prior experience working with Opera Cloud or a related system
• Fluency in English; additional languages are a plus

Additional Information

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

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