Fairmont Royal Service Operator (full time) in Canada

Primary Location

Royal Service Operator (full time)

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

Hotel Overview: Located in the heart of downtown Toronto, Fairmont Royal York is within walking distance to the business and theatre districts and the city's best shopping and dining. Having hosted more than 40 million guests since it opened its doors in 1929, Fairmont Royal York continues to represent the epitome of hospitality. With 1365 guest rooms, 70,000 square feet in 34 conference and banquet rooms, and over 1200 colleagues, Fairmont Royal York depicts the elegance of its past while providing the finest conveniences for today's travelers.

Summary of Responsibilities:

Reporting to the**Royal Service Manager, responsibilities and essential job functions include but are not limited to the following:

  • Internal and external communications and coordination of all Maintenance, Housekeeping, Valet Laundry, Valet Parking, Billing Inquiries and Reservations calls.

  • Establish and maintain effective communication process with all the departments (specifically Security, FO, HSKP & MAINT)

  • Ensure service standards are met with respects to guest satisfaction in JD Power by ensuring that all guest issues/complaints receive prompt action and follow up

  • Contribute and be an active participant in ONE Voice Action Planning

  • Comply to LQA Brand Standards

  • Work closely with other department’s to help develop ways to improve current practices to ensure excellent delivery of guest service.

  • Coordinate Fairmont Fit requests, preparing baskets, and tracking programs

  • Complete projects as assigned (by Royal Service Manager)

  • Co-ordinate both administrative and convention guest telecommunication requirements

  • Operations of Meridian Mail and console equipment

  • Operations of paging/radio/and hold-up systems

  • Handling guests, (internal and external) concerns and complaints in a timely and efficient manners to ensure a positive result

  • Handle basic telephone repairs, installations, removals

  • Be familiar with RSI Call Accounting System is an asset

  • Proficiency in handling of message-taking

  • Be familiar with working-operation of Email

  • Become familiar with working-operation of Voice Mail

  • Proficiency in procedures of all Emergencies

  • Other duties as assigned by management

Employee Status


  • Superior phone etiquette, manners, record keeping and follow-up skills
  • Ability to multi-task and prioritize calls
  • Excellent knowledge of Opera Property Manager and Royal Service utilized programs
  • Superior organizational skills
  • Ability to work under pressure in a fast paced environment
  • Working knowledge of Microsoft Office
  • Hospitality degree/diploma and asset
  • Career and result oriented
  • Second language an asset
  • Professional manner, outgoing personality and ability to work on own initiative

Physical Aspects of Position (include but are not limited to):

  • Frequent sitting throughout shift

  • Occasional standing, kneeling, pushing, pulling, lifting

  • Working rotating shifts - Days, Afternoons and Overnights as required

Visa Requirements: Must already be legally permitted to work in Canada.

APPLY TODAY: Whether you’re launching your career or seeking meaningful employment, we invite you to visit http://www.fairmontcareers.com/ to learn more about Fairmont Hotels & Resorts—and the extraordinary opportunities that exist!

Accessibility: Fairmont Hotels and Resorts believes in outstanding hospitality. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at 416-860-5091or ryh.careers@fairmont.com if you require accommodation.

ABOUT FAIRMONT HOTELS & RESORTSAt Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you'll find exceptional work opportunities—throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific—as well as industry-leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

Primary Location: Canada-Toronto-The Fairmont Royal York

Employee Status: Regular

Job Level: Colleague

Schedule: Full-time

Shift: Rotating / Shift Work

Travel: No

Closing Date: 25.Jan.2017, 11:59:00 PM

Req ID: RYH01550