Royal Service Agent

Job Description

We invite you to join the world of luxury hospitality at Fairmont Palliser as our new Royal Service Agent. Inspire and create the grandest experience for our guest, clients and colleagues every day. Royal Service Agents are the heart and the pulse of the hotel. You will build emotional connections with our guests to make them feel incredible. You will be responsible for engaging with our guests, clients, and colleagues to ensure they are welcomed and cared for. Reporting to the Front Office Manager.

Key Responsibilities

• Consistently offer the highest level of professional, friendly, and engaging luxury service
• Provide guests with accurate and personalized information about hotel amenities, events, and Calgary happenings
• Prioritize tasks, phone calls, and multiple communication channels in a changing, fast-paced environment
• Receive, handle, and direct all internal and external telephone communication for the hotel, manage common inboxes, and messaging services
• Take ownership of guest requests and concerns and ensure appropriate follow-up is completed to the hotel’s standards
• Follow all Royal Service and hotel-wide systems of procedure meticulously
• Ensure the pre-arrival experience of all guests is engaging and exciting through reservation checks, proper set up of all requests, and adding personalized touches
• Manage all wake-up calls for guests
• Establish, coordinate, and maintain a beneficial working relationship between all departments within the hotel and external partners
• Place and monitor work orders, interdepartmental service requests, and radio calls
• Ensure all guest profiles and preferences are updated, accurate, and acted on
• Use your creative thinking to establish memorable experiences for our guests
• Assist Loyalty Supervisor with tasks when requested
• Perform other duties as required

Qualifications

What will you bring to this role?

• Proven background in hospitality operations with a focus on guest service and team collaboration
• Strong organizational and communication skills (verbal and written)
• Must be fluent in English (verbal and written); a second language is an asset
• Must be available for shift work
• Strong computer skills, particularly in Microsoft Office (Outlook, Word, Excel)
• Previous Switchboard/PBX, Front Desk, or Royal Service experience is an asset
• Knowledge of Calgary and the local community is an asset
• Degree or diploma in Hotel Management is an asset
• Technologically proficient for administrative and operational tasks
• Prior experience in key guest-facing roles enhances service effectiveness
• Ability to multitask effectively while maintaining clear, professional communication
• Must be able to take initiative, be self-starting, and work calmly under pressure
• Strong problem-solving capabilities with a proactive and composed approach in high-pressure situations
• Demonstrated dedication to creating exceptional guest experiences
• Useful for providing guests with personalized recommendations and support
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions.
• Foster an inclusive environment where every individual feels valued and respected

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Comprehensive benefits package including health, paramedical, dental, vision, life, and disability coverage for eligible employees. Company-matched pension plan, as well as RRSP & TFSA options. Complimentary meal in staff cafeteria during shifts. 

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:
We celebrate our differences. We support each other and we always stand together.​

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:
We build trust through mutual respect and being authentic.​

Our commitment to Diversity & Inclusion:
Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

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