Royal Service Lead Operator (Full Time)

July 10 2024
Industries Accomodations, Food services
Categories Cleaning, Housekeeping, Reception, Customer Service,
Toronto, ON • Full time

Company Description

For over 95 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold - the property's exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun.

    Job Description

    As a Royal Service Senior Operator, effective and engaging communication is the key when speaking to fellow Colleagues and Guests alike. You are responsible for the operations of telecommunications functions for the property and you will masterfully coordinate the emergency procedures of the hotel's Telecommunications Office in collaboration with the Security team, as you help lead the team of Royal Service Agents.

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

    • Internal and external communications and coordination of all Maintenance, Housekeeping, Valet Laundry, Valet Parking, Billing Inquiries, Restaurant Reservation, Reservation inquiry calls and general hotel inquiries. Communication channels include over the phone, through individual and common email inboxes, our Kipsu texting service and message boxes.
      • Supporting company and hotel policies and procedures including the promoting and participation in Employee Engagement, Health and Safety, and Guest Feedback initiatives.
      • Establishing and maintain effective communication process with all the hotel departments (specifically Security, Front Office, Housekeeping & Maintenance). This includes dispatching all Housekeeping and Maintenance guest requests in a timely and efficient manner.
      • Working with guests to arrange and confirm restaurant reservations.
      • Operating the Meridian Telecom system, including wakeup call execution and follow up for missed calls.
      • Leading the daily operation with optimism and professionalism, with an emphasis on the guest experience, for the Royal Service Operators in absence of leadership presence.
      • Responsible for coordinating with Security and the Crisis Committee during all emergency situations, including elevator entrapments, medical emergencies, fire, and other emergency situations.
      • Ensuring daily Royal Service Logs & checklists are completed by the Royal Service team. This includes our Elevator tracking sheet.
      • Ensure service standards are met with respects to guest satisfaction by ensuring that all guest issues/complaints receive prompt action and follow-up.
      • Complete projects as assigned (by Royal Service Management).
      • Participating in daily duties as required for the operation.
      • Operation of external and internal communication channels; ie entry alarm system and hold-up systems; as well as the Path Com Radio communication for the property.
      • Coordinating both administrative and convention guest telecommunication requirements; which included the set up and billing of BEO requests.
      • Coordinating telephone requirements for guest rooms, including repairs.
      • Coordination of breaks for all Royal Service Operators.
      • Proficiency in handling of message-taking.
      • Proficiency in procedures of all Emergencies.
    • Other duties as assigned by management.


    • Superior phone etiquette, manners, record keeping and follow-up skills.
    • Passionate about providing exceptional hospitality to our guests and patrons.
    • Ability to complete assigned projects in a timely manner.
    • Ability to multi-task and prioritize calls.
    • Ability to maintain composure during emergency scenarios.
    • An understanding of hotel operations or experience with emergency management is an asset
    • Excellent knowledge of Property Manager and Opera programs.
    • Superior organizational skills.
    • Ability to work under pressure in a fast paced environment.
    • Working knowledge of Microsoft Office.
    • Hospitality degree/diploma an asset.
    • Career- and result-oriented.
    • Second language an asset.
    • Professional manner, outgoing personality and ability to work on own initiative.
    • Available to work weekends and overnights required (min. 24 hours/week availability).

    Additional Information

    Do you enjoy helping others and building emotional connections to make people feel special and welcomed? If so, then we want YOU to be part of our Fairmont Royal York family.

    Every day you will be responsible for engaging with our guests, clients and colleagues. You will create the essential Toronto experience at the hotel that has been a Canadian icon for over 95 years. You will be given the responsibility to ensure that our guests and colleagues feel WELCOMED, CARED FOR and INCREDIBLE. Being part of the Fairmont Royal York family is more than providing warm and consistent service. As an ambassador of Fairmont Royal York, you will take the initiatives necessary to turn moments into memories by taking the time to understand our guests' purposes: why are they staying at Fairmont Royal York, what is their length of stay and what are their preferences and passions? Making our guests feel heard and cared for creates an emotional connection to our brand and builds loyalty.

    These emotional connections are not just for guests. As part of the Fairmont Royal York family, you will be tasked with creating impactful relationships with your colleagues.

    If creating these lasting relationships and experiences excites you, read more about how your role supports our vision of continuing to create the essential Toronto experience!

    What is in it for you:

    • Employee benefit card offering discounted rates in Accor worldwide for you and your family
    • Daily, complimentary on shift meal provided in our staff cafeteria
    • Learning programs through our Academies designed to sharpen your skills
    • Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
    • Career development opportunities with national and international promotion opportunities. The sky is your limit

    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.

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

    Note: Must already be legally entitled to work in Canada to be considered for the position

    Apply now!

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