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About the Role
The Royal Service Operator is the primary point of contact for most guest interactions, responsible for coordinating internal and external communications and guest requests to the appropriate department. This role involves answering guest calls and executing requests, ensuring seamless communication and service delivery within the hotel.
Responsibilities
- Accept internal and external communications and coordinate requests for Maintenance, Housekeeping, Valet Laundry, Valet Parking, Billing Inquiries, Reservations, and general hotel information.
- Handle communications via phone, email, Kipsu texting, and message boxes.
- Provide assistance with Front Office inquiries, with training provided for basic questions.
- Establish and maintain effective communication with operational departments, specifically Front Office, Housekeeping, and Maintenance.
- Dispatch Housekeeping and Maintenance guest requests in a timely and efficient manner.
- Ensure service standards are met according to Fairmont’s standards, noting service lapses and assisting with problem resolution.
- Empower team members to own guest recoveries and find appropriate solutions.
- Respond to guest needs and ensure they are taken care of.
- Collaborate with other departments to improve current practices for excellent service delivery.
- Confirm restaurant reservations with external guests.
- Complete assigned projects by Royal Service Management.
- Operate the Meridian Telecom system, including executing wakeup calls.
- Operate dispatching of guest requests through ticketing systems and utilize alternatives like paging/radio/hold-up systems.
- Execute guest concerns and complaints efficiently to ensure a positive outcome.
- Handle basic telephone repairs, installations, and removals in the property.
- Manage paging and call parks.
- Take messages for other departments and leaders.
- Operate company email.
- Operate voicemail and related technology.
- Follow procedures for all emergencies and directions from the on-shift Royal Service Senior Operator.
Requirements
- Superior phone etiquette, manners, record keeping, and follow-up skills.
- Ability to multi-task and prioritize calls.
- Excellent knowledge of Property MANAGER and Opera Programs.
- Superior organizational skills.
- Ability to work under pressure in a fast-paced environment.
- Knowledge of Word, Excel, and Windows ’95 or Windows XP is an asset.
- Hospitality degree/diploma is an asset.
- Career and result oriented.
- Second language is an asset.
- Professional manner, outgoing personality, and ability to work on own initiative.
- Available to work overnights and weekends.
- Must be legally eligible to work in Canada.
- Must be able to work overnights and weekends.
Skills
- Communication
- Guest Service
- Problem Solving
- Time Management
- Organization
- Telephone Operations
- Email Management
- Kipsu Texting
- Meridian Telecom System
- Ticketing Systems
- Paging Systems
- Radio Systems
- Hold-up Systems
- Microsoft Word
- Microsoft Excel
- Windows Operating Systems
Location
- Toronto
Work Type
- Permanent
- Part-Time
Education Level
- Hospitality degree/diploma is an asset
Salary/Compensations
- Starting Rate of Pay: $23.26 per hour
Benefits
- Wage increase following six months of compensated service, as per the collective agreement.
- Free meals on every shift.
- Travel discounts at Accor hotels worldwide.
- Free dry-cleaning for work gear.
- Custom learning programs.
- Opportunity to join Health & Wellness, Sustainability, and DEI Committees.
- Career growth paths.
About the Company
- For over 96 years, Fairmont Royal York has stood as a beacon of luxury and excellence in the heart of Toronto.
- Opened in 1929, this historic hotel was once the tallest building in the British Commonwealth.
- Fairmont Royal York continues to be a symbol of timeless elegance and modern sophistication.
- The hotel is undergoing a stunning transformation for the zero-carbon century ahead.
- Fairmont is committed to bringing out your highest potential through comprehensive training programs, mentorship, and a supportive work environment.
Equal Opportunity
- At Fairmont Royal York, we believe that the strength of our team lies in its diversity.
- We are committed to fostering an inclusive environment that respects the unique backgrounds, perspectives, and talents of the individual.
- As an Equal Opportunity Employer, we provide equal access to opportunities.
- We welcome applications from all qualified candidates.
- We encourage you to let us know if you require any accommodation through the application or recruitment process, and we will work with you to meet your needs.