Central Services (Call Centre) Agent

Company Description

Fairmont Hotel Vancouver, known as the ‘Castle in the City’, with its chateau-style green-clad copper roof and gargoyles is an architectural landmark in the heart of Downton Vancouver that captures the hearts and imaginations of all who visit. A registered heritage property operating since 1939, the hotel symbolizes grandeur and timeless elegance. In spring 2019, Fairmont Hotel Vancouver completed a $75M, five-year multiphase revitalization project. With its prestigious address on Georgia Street, this castle is surrounded by a diverse arts community of galleries and theatres, a thriving shopping district, exhilarating nightlife and world class cuisine. Join our team and welcome our guests to extraordinary experiences at their home away from home.

Job Description

Central Services (Call Centre) Agent

They say you can hear someone’s smile over the phone! As a Central Service Agent, your knowledge of the hotel and the technical skill you display when responding to Guest telephone calls will prove you are truly a Fairmont professional. Your effective and engaging communication will be the key when speaking to your fellow Colleagues and Guests. You will turn moments into memories throughout our Guest’s journey, from their pre-booking welcome, to inquiries throughout their stay, and a warm farewell experience that they will never forget. 

What is in it for you: 

• An inclusive, empowering, and positive workplace, where we place people at the heart of everything we do 
• The opportunity to have fun at work alongside passionate hospitality professionals who strive to make the world a more welcoming place 
• The opportunity to live, work and play across the world through our employee travel and internal transfer programs 
• A competitive rate starting at $24.70 per hour increasing to $30.88 after 3 months
• Complimentary meal through our Colleague Dining Program 
• Complimentary uniform laundering 
• Complimentary hotel stay with breakfast for two through our BE OUR GUEST program 
• Employee benefit card offering discounted room and food & beverage rates at Fairmont & Accor properties worldwide 
• The opportunity to work in a luxury hotel environment and a Vancouver heritage building with a historic legacy dating back to 1939 
• Free learning programs through our Academies and discounted eCornell courses 
• Ability to make a difference through our Corporate Social Responsibility activities,

What you will be doing:

• Consistently offering friendly, professional, and proactive guest service over the phone and through text messaging
• Take ownership of each call, respond to requests and answer questions while providing exceptional service
• Handle and distribute faxes, voice messages and written messages for internal and external Guests
• Take initiative to add a personalized experience
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through our amenities and services 
• Promote our loyalty program
• Act as an ambassador for the department and act as a hub to ensure exceptional interdepartmental communication
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering, while maintaining and updating our Royal Service system
• Following departmental policies, procedures, and service standards
• Maintaining a safe working environment and following all safety policies and procedures
• Have full knowledge of the hotel’s emergency procedures
• Follow department policies, procedures and service standards
• Follow all safety policies 
• All other duties as assigned

Qualifications

Your experience and skills include:

• Service focused personality is essential and previous experience working in a guest-service position is required
• Luxury hotel experience is an asset
• Prior experience working with Opera or a related system
• Computer savvy and working proficiency with Microsoft Office applications required
• Written, verbal, and comprehensive fluency in English; additional languages are an asset
• Ability to focus attention on guest needs, remaining calm and courteous even in challenging situations
• Ability to work well under pressure in a fast paced environment
• Strong interpersonal and problem solving abilities
• Keen attention to detail, ability to prioritize competing tasks, and strong organizational skills
• Ability to work independently as well as cohesively and part of a team
• Ability to present and communicate professionally and articulately
• Highly responsible and reliable
• Ability to work a flexible and rotating schedules (including early mornings, late nights, holidays, weekends, and overnights
• Successful candidates must be legally eligible to work in Canada. The Hotel is unable to assist candidates in obtaining Canadian work authorization

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

• Frequent sitting throughout shift
• Occasional standing, kneeling, pushing, pulling and lifting
• Occasional ascending/descending ladders ramps and stairs

Additional Information

Visa Requirements:

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

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

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