Bilingual Royal Service Supervisor (Full-Time)

- Full-time
- Job-Category: Rooms
- Job Type: Permanent
- Job Schedule: Full-Time

Located in the heart of Canada's capital next door to the Parliament Buildings, the landmark Fairmont Chateau Laurier hotel in Ottawa is looking to fill a role of Royal Service Supervisor (Full-Time).

What is in it for you:

- Wonderful company culture - our colleagues are at the heart of all that we do
- Food & Beverage discount of 50% in our restaurants
- Employee benefit card offering discounted rates in Accor worldwide for you and your family
- Learning programs through our Academies designed to sharpen your skills
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
- Comprehensive extended health benefits package
- Full rate of pay of $28.05/hour

Responsibilities and essential job functions include but are not limited to the following:

- Consistently offer professional, friendly, and engaging service to both colleagues and internal and external guests.
- Supervise a team of 10-15 colleagues operating a 24-hour Royal Service department, ensuring service excellence, productivity, and adherence to brand standards.
- Provide daily leadership, coaching, guidance, and performance feedback to Royal Service colleagues.
- Schedule, monitor, and oversee departmental operations to ensure seamless guest service delivery across all shifts.
- Process all external and internal calls by either redirecting calls or assisting callers directly.
- Act as a key component during emergency situations by communicating with guests/colleagues, the Security Team and Emergency Services.




- Take ownership of guest and colleague requests and ensure follow-up according to hotel standards.
- Maintain a comprehensive working knowledge of all hotel departments and services.
- Serve as a liaison for guests requiring information relating to all aspects of the hotel.
- Send Secure Pay forms upon request.
- Maintain and ensure all guestroom telephones are in proper operating condition.
- Oversee the organization of daily amenity reports and same-day amenity requests.
- Take In-Room Dining orders and coordinate with the In-Room Dining team to ensure timely delivery.
- Take dining reservations and answer questions regarding restaurant offerings, menu items, and special dining events in an informative and helpful manner.
- Create bills and post charges to guest accounts accurately.
- Maintain proper telephone etiquette and service standards at all times.
- Maintain thorough knowledge of hotel emergency procedures and act as a departmental resource during emergency situations.
- Ensure compliance with departmental policies, procedures, and service standards.
- Support training, coaching, and development of new and existing colleagues.
- Coordinate with third-party contractors for telephone system repairs and maintenance when required.
- Manage voicemail setup, name updates, phone line programming,



and related telecommunications functions.
- Ensure all group communications requirements are met, including additional telephone lines and DID lines.
- Oversee the removal, resetting, and management of telephones and wire card systems.
- Serve as a departmental trainer and mentor, ensuring training standards are maintained.
- Ensure Royal Service office information, resources, and operating procedures remain current and accurate.
- Assist with all Accor Live Limitless (ALL) Loyalty program administration, including elite-tier member support, account management, points inquiries, missing stay investigations, enrollment support, and escalation resolution.
- Act as a key contact for Diamond, Platinum, and other high-tier ALL members, ensuring personalized service, recognition, and prompt resolution of loyalty-related concerns.
- Partner closely with Front Office, Reservations, Revenue, and Guest Relations teams to support loyalty initiatives and enhance member satisfaction.
- Assist with departmental projects and continuous improvement initiatives.
- Perform other duties as assigned by the Royal Service and Loyalty Manager.

Requirements:

- Available to work a adaptable schedule, including overnight shifts, weekends, and holidays as operationally required.
- Previous experience with Opera Cloud, Alice and Silverware is an asset.
- Fluent in both official languages (English and French).
- Previous supervisory experience in a luxury hospitality environment preferred.
- Previous experience in Royal Service, Front Office, Reservations, Guest Relations, or a related guest service role.
- M

📌 Bilingual Royal Service Supervisor (Ottawa)
🏢 Accor
📍 Ottawa