Royal Service Agent

Accor Hotels; Calgary; On-site; CAD 30,000 - 45,000; Full time

Job summary

Accor Hotels is seeking a Royal Service Agent for their Fairmont Palliser in Calgary. The role involves providing exceptional guest service, engaging with guests, and ensuring a memorable experience. Ideal candidates will have a background in hospitality, strong communication skills, and a commitment to guest satisfaction.

Benefits

Employee benefit card offering discounted rates in Accor worldwide

Learning programs through our Academies

Opportunity for career growth within the property and across the world

Participation in Corporate Social Responsibility activities

Qualifications

• Experience in hospitality operations focused on guest service.
• Fluency in English; a second language is an asset.
• Strong computer skills, particularly in Microsoft Office.

Responsibilities

• Engage with guests to ensure they feel welcomed and cared for.
• Handle internal and external communication for the hotel effectively.
• Manage guest requests and maintain updated profiles.

Skills

Guest Service

Communication Skills

Organizational Skills

Problem Solving

Education

Degree or diploma in Hotel Management

Tools

Microsoft Office

Job description

Centrally located in downtown Calgary, Fairmont Palliser is the city’s premier, landmark hotel. With 407 elegantly appointed guest rooms, Fairmont Palliser is truly the place to be. Join us in delivering the iconic Calgary experience.

Job Description

Royal Service Agent

Royal Service Agents are the heart and the pulse of the hotel. You will build emotional connections with our guests to make them feel incredible. You will be responsible for engaging with our guests, clients, and colleagues to ensure they are welcomed and cared for.

• Consistently offer the highest level of professional, friendly, and engaging luxury service
• Provide guests with accurate and personalized information about hotel amenities, events, and Calgary happenings
• Prioritize tasks, phone calls, and multiple communication channels in a changing, fast-paced environment
• Receive, handle, and direct all internal and external telephone communication for the hotel, manage common inboxes, and SMS services
• Take ownership of guest requests and concerns and ensure appropriate follow-up is completed to the hotel’s standards
• Follow all Royal Service and hotel-wide systems of procedure meticulously
• Ensure the pre-arrival experience of all guests is engaging and exciting through reservation checks, proper set up of all requests, and adding personalized touches
• Manage all wake-up calls for guests
• Establish, coordinate, and maintain a beneficial working relationship between all departments within the hotel and external partners.
• Place and monitor work orders, inter-departmental service requests, and radio calls
• Ensure all guest profiles and preferences are updated, accurate, and acted on
• Use your creative thinking to establish memorable experiences for our guests
• Assist Loyalty Supervisor with tasks when requested
• Perform other duties as required

Qualifications

• Proven background in hospitality operations with a focus on guest service and team collaboration.
• Must be fluent in English (verbal and written); a second language is an asset.
• Strong organizational and communication skills (verbal and written).
• Must be available for shift work.
• Strong computer skills, particularly in Microsoft Office (Outlook, Word, Excel).
• Previous Switchboard / PBX, Front Desk, or Royal Service experience is an asset.
• Knowledge of Calgary and the local community is an asset.
• Degree or diploma in Hotel Management is an asset.
• Technologically proficient for administrative and operational tasks.
• Prior experience in key guest-facing roles enhances service effectiveness.
• Ability to multitask effectively while maintaining clear, professional communication.
• Must be able to take initiative, be self-starting, and work calmly under pressure.
• Strong problem-solving capabilities with a proactive and composed approach in high-pressure situations.
• Demonstrated dedication to creating exceptional guest experiences.
• Useful for providing guests with personalized recommendations and support.

Additional Information

What is in it for you :

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Sustainability program

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

Fairmont Palliser is committed to an employment equity program that includes special measures to achieve diversity among staff.

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

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