Company Description
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 Agent (Temporary Part-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
• Full rate of pay of $23.39/hour

Job Description

Reporting to the Royal Service & Loyalty Manager, responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly and engaging service to our internal and external guests
• Process all external and internal calls either by redirecting calls or assisting the caller
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
• Have a sufficient working knowledge of all departments
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• Deliver and program wake up calls for guests
• Send Secure Pay forms upon request
• Maintain and ensure all guestroom telephones are in operating condition
• Responsible for organizing daily amenity report and same day amenity requests
• Take in-room dining food & beverage orders
• Take dining reservations for our restaurants and answer questions regarding menu items and special dining events in an informative and helpful way
• Create bills and post to guest accounts
• Maintain proper telephone etiquette at all times
• Have full knowledge of the hotel’s emergency procedures
• Follow department policies, procedures, service standards and safety policies
• Assist in the training of new colleagues

Other duties as assigned by the Royal Service and Loyalty Manager

Qualifications

• Available to work overnight shifts
• Fluent in both official languages
• Previous related experience
• Previous Point of Sale system experience preferred
• Must have Smart Serve certificate
• Food and Beverage experience is a strong asset
• Ability to function effectively in emergency situations
• Must possess outstanding guest services skills
• Highly responsible and reliable
• Must have excellent telephone manners and experience
• Strong familiarity with computers - Must be able to type 40+ words per min
• Strong team player and self-reliant

Additional Information

• Consistently offer professional, friendly and engaging service to our internal and external guests
• Process all external and internal calls either by redirecting calls or assisting the caller
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
• Have a sufficient working knowledge of all departments
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• Deliver and program wake up calls for guests
• Send Secure Pay forms upon request
• Maintain and ensure all guestroom telephones are in operating condition
• Responsible for organizing daily amenity report and same day amenity requests
• Take in-room dining food & beverage orders
• Take dining reservations for our restaurants and answer questions regarding menu items and special dining events in an informative and helpful way
• Create bills and post to guest accounts
• Maintain proper telephone etiquette at all times
• Have full knowledge of the hotel’s emergency procedures
• Follow department policies, procedures, service standards and safety policies
• Assist in the training of new colleague