Royal Service Operator

Job Description

The Royal Service Operator position will be responsible for coordinating all internal and external communication and guests requests to the appropriate department. They are the first point of contact for the majority of guest interactions. The primary aspect of the role is answering guest calls, both internal and external, and executing those requests as required.

As a Royal Service Operator, the individual will be responsible for:

• Accepting all internal and external communications and coordination of all Maintenance, Housekeeping, Valet Laundry, Valet Parking, Billing Inquiries, Reservations inquiry, and other general hotel information calls. Communication channels include over the phone, through individual and common email inboxes, our Kipsu texting service and message boxes.
• Providing assistance to the best of their abilities with Front Office inquiries. Training is provided to all for basic inquiries.
• Establishing and maintaining effective communication processes with all the operational departments (specifically the Front Office, Housekeeping & Maintenance). This includes dispatching all Housekeeping and Maintenance guest requests in a timely and efficient manner.
• Ensuring service standards are achieved based on Fairmont’s standards of service, while noting any lapses in service through our Recovery process and assisting with problem resolution as needed. We empower our team to own guest recoveries and trust them to find an appropriate solution to rectify lapses in service.
• Responding to guest needs and ensuring they are taken care of.
• Working closely with other department’s to develop ways to improve current practices to ensure excellent delivery of service for all of our internal and external guests.
• Communicating with external guests to confirm restaurant reservations.
• Completing projects as assigned (by Royal Service Management)
• Operating the Meridian Telecom system, including wakeup call execution
• Operating the dispatching of guest requests through ticketing systems and in utilizing their alternatives when needed; such as paging/radio/and hold-up systems
• Executing guest, (internal and external) concerns and complaints in a timely and efficient manners to ensure a positive result
• Handling basic telephone repairs, installations, removals in the property – including guest rooms and common areas
• Handling Paging and Call Parks
• Proficiency in handling of message-taking for other departments and leaders as required
• Being familiar with working-operation of Company Email
• Becoming familiar with working-operation of Voice Mail and technology
• Proficiency in procedures of all Emergencies and following the direction of the on shift Royal Service Senior Operator

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

Physical Aspects of Position include but are not limited to the following: 

• Constant sitting throughout shift
• Occasional lifting and carrying up to 20 lbs
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs and ramps

Additional Information

What’s in it for you? 

• Starting Rate of Pay: $23.26 per hour. You will receive a wage increase following six months of compensated service, as per the collective agreement. 
• Free Meals: Healthy meals on us every shift. 
• Travel Discounts: Sweet deals at Accor hotels worldwide. 
• Dry Cleaning: Free dry-cleaning for your work gear. 
• Skill Up: Custom learning programs to boost your talents. 
• Impact: Join our Health & Wellness, Sustainability, and DEI Committees. 
• Level Up: Unlock new career heights with exciting growth paths. 

This posting is for an existing vacancy. 

AI disclosure: We use artificial intelligence to help screen and assess applications for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

BE PART OF OUR FUTURE. 

Another stunning chapter for the iconic Fairmont Royal York has begun, and we invite you to be a part of it. If you are passionate about hospitality, driven by excellence, and eager to contribute to an esteemed institution, we want to hear from you. Join us and help shape the future of one of Toronto’s most treasured landmarks. 

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization. 

Accommodations: 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. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: [email protected] 

Our Commitment to Diversity & Inclusion: 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.