Royal Service Operator

Company Description

For over 95 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun.

Job Description

The Royal Service Operator position will be responsible for coordinating all internal and external calls and guests requests to the appropriate department. They will provide follow up calls to our guests to ensure the guests satisfactory.

• 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 FO, HSKP & MAINT)
• Ensure service standards are met with respects to guest satisfaction in JD Power and Total Quality Service by ensuring that all guest issues/complaints receive prompt action and follow up
• Work closely with other department’s to 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)
• Operations of Meridian Mail GAC terminal
• 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
• Handle Paging and Call Parks
• 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

Qualifications

• 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 an asset
• Hospitality degree/diploma and asset
• Career and result oriented
• Second language an asset
• Professional manner, outgoing personality and ability to work on own initiative
• Available to work overnights and weekends

Additional Information

Visa Requirements:  Must provide proof of eligibility to work in Canada.

Job Perks & Benefits:

• Complimentary meal in our staff cafeteria each shift
• Exclusive discounts at Accor branded properties worldwide with our colleague benefit card
• Complimentary dry-cleaning services for your work attire
• Learning programs tailored to hone your skills and talents
• Opportunities to make a meaningful impact by participating in our Corporate Social Responsibility initiatives, including our Sustainability Committee and Diversity, Equity & Inclusion (DEI) Committee
• Career advancement opportunities, with pathways to national and international promotions, the opportunities are limitless
• Access to our comprehensive benefits package, including extended health, dental, vision benefits; life and disability insurance; pension with company match; and Registered Retirement Savings Program (RRSP) and a Tax-Free Savings Account (TFSA) (for salaried roles)