Guest Relations & 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

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.