Royal Service Agent

Job Description

Royal Service Agent

You can hear a smile over the phone, and yours sets the tone for unforgettable experiences.

As an Overnight Royal Service Agent, you'll be the voice of the hotel, delivering warm, professional service via phone and text to guests throughout their journey, from pre-arrival to departure. Your friendly and knowledgeable approach ensures each guest feels genuinely welcomed and cared for. In this pivotal role, you’ll also collaborate with various departments to ensure communication flows seamlessly behind the scenes.

What’s in it for you:

• A supportive, inclusive, and empowering workplace where people are at the heart of everything we do
• A fun and passionate hospitality team committed to making the world a more welcoming place
• Competitive starting wage of $25.45/hour, increasing to $31.81/hour after probation
• Complimentary meals during shifts through our Colleague Dining Program
• 50% off at our dining destinations in Vancouver, Victoria, and Whistler through the Pacific Northwest Food & Beverage Discount Program
• Monthly TransLink pass reimbursement available after one year of continuous service
• Comprehensive benefits package: medical, dental, vision, life, and disability insurance for eligible colleagues
• Company-matched pension plan and optional Group RRSP enrollment
• A complimentary hotel stay with breakfast for two through our Be Our Guest welcome program
• Exclusive Accor Colleague Benefit Card offering discounted stays and dining worldwide for you and your family
• A chance to work in a historic Vancouver landmark hotel with a legacy dating back to 1939
• Learning and development opportunities through our Accor Academies
• Opportunities to give back through our Corporate Social Responsibility initiatives

What you will be doing:

• Provide friendly and prompt guest service via phone and text, handling requests and inquiries with care
• Manage internal and external communication (voice messages, written notes, faxes) efficiently and professionally
• Promote hotel amenities, services, and offerings to elevate the guest experience
• Support and promote the loyalty program while ensuring smooth communication across departments
• Stay informed about emergency procedures and contribute to a safe workplace
• Follow all service standards and departmental policies for consistent guest satisfaction
• Perform additional duties as assigned

Qualifications

To be successful in this role we ask that you have:

• A service-focused personality with prior guest-service experience (luxury hotel experience is an asset)
• Proficiency with Microsoft Office applications and experience with Opera or a related system
• Strong communication skills, both verbal and written, with fluency in English (additional languages are a plus)
• Ability to stay calm and courteous in challenging situations while prioritizing guest needs
• Strong organizational skills, attention to detail, and the ability to handle multiple tasks in a fast-paced environment
• Team player with the ability to work independently and present professionally
• Flexibility to work weekends, and holidays

Physical Aspects of Position (include but are not limited to): 

• This is a full-time overnight position, with shifts typically scheduled between 11:15 PM – 7:15 AM
• This role involves frequent seated work, with occasional standing, kneeling, or light lifting
• May require occasional use of stairs, ramps, or ladders in the course of daily tasks