Job Description

Royal Service Agent
They say you can hear someone’s smile over the phone! As a Royal Service Agent, you will provide exceptional service over the phone and through text messaging, creating memorable experiences for our guests. From pre-booking to their farewell, you’ll deliver professional, friendly, and engaging communication that showcases your knowledge of the hotel and commitment to excellence. You’ll also collaborate with colleagues to ensure seamless service and effective communication across departments.

Responsibilities & Qualifications

What you will be doing:
* Provide friendly, proactive guest service over the phone and text, handling requests and inquiries promptly
* Manage internal and external communication, including faxes, voice messages, and written messages
* Promote hotel amenities and services, enhancing the guest experience
* Support the promotion of our loyalty program and ensure interdepartmental communication is efficient
* Stay informed about the hotel’s emergency procedures and maintain a safe work environment
Follow all departmental policies and service standards to maintain consistent guest experiences
Performing all other duties as assigned

To be successful in this role we ask that you have:
* A service-focused personality with prior guest-service experience (luxury hotel experience is an asset)
* Proficiency with Microsoft Office applications and experience with Opera or a related system
* Strong communication skills, both verbal and written, with fluency in English (additional languages are a plus)
* Ability to stay calm and courteous in challenging situations while prioritizing guest needs
* Strong organizational skills, attention to detail, and the ability to handle multiple tasks in a fast-paced environment
* Team player with the ability to work independently and present professionally
* Flexibility to work rotating shifts, including mornings, nights, weekends, and holidays

Physical Aspects of Position (include but are not limited to):
* Frequent sitting throughout the shift, with occasional standing, kneeling, and lifting
* Some movement on stairs, ramps, and ladders as required

Salary/Wage

25.45

Other Perks/Benefits

What’s in it for you: * An inclusive, empowering, and positive company culture where people are at the heart of everything we do * The chance to have fun at work alongside passionate hospitality professionals who are committed to making the world a more welcoming place * Competitive pay, starting at $25.45 per hour, increasing to $31.81 after successful completion of the probationary period * Complimentary meals during your shift through our Colleague Dining Program * Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler * Travel reimbursement program for a TransLink monthly pass Extensive benefits package including health, paramedical, dental, vision, life and disability insurance for those meeting eligibility requirements * Company-matched pension plan, and ability to enroll in the Group Registered Retirement Savings Plan for those meeting eligibility requirements * Complimentary hotel stay for newly hired colleagues with breakfast for two through our BE OUR GUEST program * Colleague benefit card offering discounted room and food & beverage rates at Accor properties worldwide for you and your family * The opportunity to work in a luxury hotel environment within a Vancouver heritage building with a historic legacy dating back to 1939 * Learning programs through our Academies designed to sharpen your skills * Opportunities to make a difference through our Corporate Social Responsibility activities

Job Application Process

Interested candidates are encouraged to apply online through our careers website. You must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

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