Royal Service Lead Operator (Full Time)
Region: Luxury & Lifestyle
Company Description
For over 95 years, Fairmont Royal York has stood proudly as a Toronto landmark. 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.
Job Description
As a Royal Service Senior Operator, effective and engaging communication is key when speaking to fellow Colleagues and Guests alike. You are responsible for the operations of telecommunications functions for the property and will coordinate the emergency procedures of the hotel’s Telecommunications Office in collaboration with the Security team, as you help lead the team of Royal Service Agents.
Reporting to the Royal Service Manager, responsibilities and essential job functions include but are not limited to the following:
* Internal and external communications and coordination of all Maintenance, Housekeeping, Valet Laundry, Valet Parking, Billing Inquiries, Restaurant Reservations, and general hotel inquiries.
* Supporting company and hotel policies and procedures, including promoting Employee Engagement, Health and Safety, and Guest Feedback initiatives.
* Establishing and maintaining effective communication with all hotel departments (specifically Security, Front Office, Housekeeping & Maintenance).
* Working with guests to arrange and confirm restaurant reservations.
* Operating the Meridian Telecom system, including wakeup call execution and follow up for missed calls.
* Leading the daily operation with optimism and professionalism, emphasizing the guest experience.
* Coordinating with Security during all emergency situations.
* Ensuring daily Royal Service Logs & checklists are completed by the Royal Service team.
* Ensuring service standards are met with respect to guest satisfaction.
* Completing projects as assigned by Royal Service Management.
* Participating in daily duties as required for the operation.
* Operation of external and internal communication channels.
* Coordinating both administrative and convention guest telecommunication requirements.
* Coordinating telephone requirements for guest rooms.
* Coordination of breaks for all Royal Service Operators.
* Proficiency in handling message-taking and emergency procedures.
* Other duties as assigned by management.
Qualifications
* Superior phone etiquette, manners, record keeping, and follow-up skills.
* Passionate about providing exceptional hospitality.
* Ability to complete assigned projects in a timely manner.
* Ability to multi-task and prioritize calls.
* Ability to maintain composure during emergency scenarios.
* An understanding of hotel operations or experience with emergency management is an asset.
* Excellent knowledge of Property Manager and Opera programs.
* Superior organizational skills.
* Working knowledge of Microsoft Office.
* Hospitality degree/diploma an asset.
* Career- and result-oriented.
* Second language an asset.
* Professional manner, outgoing personality, and ability to work on own initiative.
* Available to work weekends and overnights (min. 24 hours/week availability).
Additional Information
Do you enjoy helping others and building emotional connections to make people feel special and welcomed? If so, then we want YOU to be part of our Fairmont Royal York family.
Every day you will engage with our guests, clients, and colleagues, creating the essential Toronto experience at the hotel. Being part of the Fairmont Royal York family is more than providing warm and consistent service.
What is in it for you:
* Employee benefit card offering discounted rates in Accor worldwide.
* Daily, complimentary on-shift meal provided in our staff cafeteria.
* Learning programs through our Academies designed to sharpen your skills.
* Career development opportunities with national and international promotion opportunities.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.
Note: Must already be legally entitled to work in Canada to be considered for the position.
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