Royal Service - Hotel Operator

Fairmont Hotels & Resorts; Chicago (IL); On-site; USD 3,802,000 - 4,574,000; Full time

Benefits offered by this job

Complimentary upgrades, exclusive team

Discounts on stays across Fairmont & R

Dining and wellness discounts

Job summary

Fairmont Chicago, Millennium Park is seeking a Resort Royal Service Agent to deliver premium guest experiences by handling guest calls, directing inquiries, promoting hotel facilities, and helping create personalized stays.

Reporting to the Director of Guest Experiences, you will answer phones and emails promptly, maintain knowledge of departments (Housekeeping, Front Office, Engineering), and liaise with Sales to ensure smooth service.

Qualifications

• Proficient in English (verbal & written).
• Previous customer-related experience is an asset.
• Outstanding guest services skills and sophisticated verbal communication.
• Computer literate in Microsoft Windows.
• Prior experience with Opera or a related system.
• Strong interpersonal and problem solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively with fellow colleagues as part of a team.
• Flexibility to work weekends and holidays.

Responsibilities

• Consistently offer professional, friendly and engaging service.
• Promote the hotel facilities, looking for opportunities to enhance and add a personalized experience.
• Processing all external and internal calls by redirecting calls or directly assisting the caller.
• Answer email and guest inquiries in a timely manner.
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
• Maintaining accurate records of guest calls to maintain data integrity.
• Follow department policies, procedures and service standards.
• Liaise with Sales and other departments as required.
• Understanding of the hotel’s emergency procedures and dispatching as required.
• Follow all safety policies.
• Other duties as assigned.

Skills

Guest services

Communication

Interpersonal skills

Teamwork

Problem solving

Reliability

Tools

Opera PMS

Job description

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

Company Description

Fairmont Hotels & Resorts Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

Fairmont Chicago, Millennium Park

Since 1987, Fairmont Chicago, Millennium Park has been a beacon of luxury hospitality in the heart of the Windy City, consistently creating unforgettable experiences for our guests.

Our hotel boasts 686 spacious guestrooms and suites, including 83 newly renovated Fairmont Gold accommodations, complete with an exclusive lounge. Beyond our guestrooms, we feature over 60,000 square feet of versatile meeting and event space. Here, our incredible events, banquets, culinary teams orchestrate everything from major conferences and corporate events to elegant galas and milestone celebrations. Our culinary outlets are equally impressive, highlighted by our signature restaurant, Toro by Chef Richard Sandoval, which offers vibrant Latin cuisine, complemented by our classic day-to-night Lobby Bar.

Our Mission And Values

At Fairmont Chicago, Millennium Park, our mission is to create unparalleled luxury experiences, perfectly balancing the serenity of Chicago's iconic parks with the city's vibrant pulse. We believe in the power of connection—between people, place, and purpose. Our core values of authenticity, inclusivity, integrity, and respect guide us daily, fostering a welcoming environment where every team member and guest feels seen, valued, and inspired.

We connect our guests to the true spirit of Chicago through genuine care, thoughtful hospitality, and refined comfort, providing an elevated escape. This commitment extends to our employees, as we are dedicated to building rewarding careers and fostering professional growth within our community.

About The Application Process

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

Job Description

Your knowledge of the Fairmont Chicago Millennium Park and the technical skill you display when responding to Guest telephone calls will prove you truly are a Fairmont professional. As a Resort Royal Service Agent, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.

Reporting to the Director of Guest Experiences, responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly and engaging service
• Proudly promote the hotel facilities, looking for opportunities to enhance and add a personalized experience
• Processing all external and internal calls by redirecting calls or directly assisting the caller
• Answer email and guest inquiries in a timely manner
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintaining accurate records of guest calls to maintain data integrity
• Assist guests regarding hotel facilities in an informative and helpful wayFollow department policies, procedures and service standards
• Liaise with Sales and other departments as required
• Understanding of the hotel’s emergency procedures and dispatching as required
• Follow all safety policies
• Other duties as assigned

Qualifications

• Proficient in the English language (verbal & written), second language is an asset
• Previous customer related experience an asset
• Must possess outstanding guest services skills and sophisticated verbal communication skills
• Computer literate in Microsoft Window applications required
• Prior experience working with Opera or a related system an asset
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Flexibility to work weekends and holidays as needed
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Additional Information

Compensation

$27.52 per hour

Visa Requirements

Successful candidates must be legally eligible to work in the United States.

Employee Benefits

• Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Add any other benefits relevant to your property.

Our Values

• Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.
• Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special.
• Belonging: We celebrate our differences. We support each other and we always stand together.
• Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences.
• Integrity: We build trust through mutual respect and being authentic.

Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

All your information will be kept confidential according to EEO guidelines.