As a Royal Service Agent, you will be the primary point of contact for all guest requests and inquiries via telephone. You will deliver exceptional, personalized service while efficiently coordinating guest needs with various departments. Your role is key in creating seamless and memorable experiences, ensuring every interaction reflects the luxury and service excellence of the hotel.

Job Description
Why work for Fairmont Pacific Rim?

Be part of a progressive hotel that embraces the culture and vibrancy of one of Canada’s most beautiful cities, Vancouver, proudly recognized as a Great Place to Work, and the first hotel in North America to achieve Single-Use Plastic Free Certification

A competitive rate of $33.00per hour

Complimentary work meals through our Colleague Dining Program

Exclusive access to the Pacific Northwest Food & Beverage Discount Program, offering 50% off at participating dining destinations in Vancouver, Victoria, and Whistler

TransLink monthly pass reimbursement program

Extensive perks package, including health, paramedical, dental, vision, life, and disability insurance (eligibility requirements apply)

Company-matched pension plan and the opportunity to enroll in the Group RRSP (eligibility requirements apply)

A complimentary hotel stay with breakfast for two through our BE OUR GUEST program for newly hired colleagues

Opportunities to participate in sustainability, charity, and community engagement initiatives

Access to world-class training, leadership programs, and career development opportunities across a global hospitality network

Be part of a dynamic, diverse team in a stunning luxury workplace where no two days are the same

Enjoy discounted room rates at Fairmont hotels worldwide and special colleague rates across other Accor properties





Opportunity to grow within a collaborative and professional Rooms Division team

Distinctly West Coast, the hotel delivers unique guest experiences through creativity, artistry, and elevated hospitality, while remaining at the forefront of art, music, and fashion programming in the city

What you will be doing:

Answer all internal and external calls promptly, courteously, and professionally, following brand standards

Process guest requests, wake-up calls, and service orders accurately and efficiently

Coordinate and dispatch requests to appropriate departments (Housekeeping, Engineering, In-Room Dining, Concierge, etc.)

Maintain transparent and effective communication with all hotel departments to ensure timely follow-up

Handle guest concerns with professionalism and empathy, ensuring prompt resolution and escalation when required

Monitor and manage guest requests through the hotel’s systems to ensure completion and satisfaction

Provide knowledgeable information about hotel services, outlets, and local attractions

Take initiative to personalize each guest interaction and anticipate guest needs

Support emergency procedures and communication protocols as required

Maintain confidentiality of guest information at all times

Other duties assigned

Qualifications
Your experience and skills include:

Previous experience in a luxury hotel or customer service environment is an asset





Strong verbal communication skills with a clear and professional telephone manner

Ability to multitask and remain calm in a fast-paced workplace

Proficiency with hotel systems such as Opera, Royal Service platforms, or similar systems is an asset

Excellent organizational and time management skills

Service-focused personality with a passion for guest experience

Ability to work flexible hours, including evenings, weekends, and holidays

Additional Information
Your team and working environment:

You will be part of a dynamic and service-driven Royal Service team, working closely with all departments across the hotel to ensure seamless communication and exceptional guest experiences. Collaboration, attention to detail, and a shared commitment to luxury service excellence are at the heart of everything we do.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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

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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📌 Royal Service Agent - Full Time (British Columbia)
🏢 FAIRMONT
📍 British Columbia