Overnight Service Ambassador

Why work for Fairmont?
At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

Consistently offer professional, friendly and engaging service

Demonstrates that all Royal Service Standard Operating Policies and Procedures are performed in all interactions

Assists guests according to Fairmont Hotels & Resorts Brand, Forbes Five Stars and AAA standards

Serve as a liaison for Guests requiring information relating to all aspects of the hotel

Take ownership of the caller’s request and ensure follow up according to the hotel’s standards - this includes documenting the opportunity in Royal Service Manager, ensure the ticket is dispatched to the appropriate department if needed to fix, and finally closing the ticket and following up with the guest accordingly

Maintain and monitor the "Royal Service" software system and all requests entered and ensure requests are being closed in appropriate times and if not, elevate requests that are not handled in the appropriate time

Own the pre-arrival process for guests to include Keep In Touch, Royal Service common inbox, and action requests or emails to ensure perfect arrival

Set up reservations in order to support the perfect arrival

Maintain knowledge of hotel rates and packages

Update reservations including cancellations, rescheduling, shortening length of stay in accordance with Century Plaza reservation policies

Assist with Folio requests, billing inquiries, and billing corrections

Set up 3rd party billing prior to guest arrival (example: Set-up routing to different windows in PM per guest request (if needed)

Assist external callers with assistance for already confirmed reservations

Build Group Blocks in Property Manager when a new sales contract is received

Set up routing to correct Posting Master as communicated by Sales Contract and/or Meeting planner for all group reservations prior to guest arrival.

Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities Create and action service requests for guests and Heartists and ensure that requests are completed in necessary time

Follow up on any service requests that require follow up as deemed by the Royal Service Management team

Ensuring inter-departmental communication and co-operation in the interest of better guest satisfaction

Assist guests regarding hotel facilities in an informative and helpful way

Stay informed of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities for the following departments: Housekeeping, Front Desk, Fairmont Gold, Engineering, Guest Services, Food and Beverage

Assist with overflow as needed and overnight coverage with taking In Room Dining orders over the phone

Maintain a positive relationship with Guests and Colleagues by exceeding their expectations through anticipatory service

Handle credit card and other billing transaction inquiries such as unrecognized or incorrect postings to the room

Ensure all Guest details remain confidential

Constantly review the performance and operations of the department through monitoring LQA results and Voice of the Guest

Be familiar with Hotel’s technology and communication platforms and use to ensure hotel operation and guest satisfaction

Have full knowledge of the department and hotel’s emergency procedures including but not limited to: fire procedures, elevator entrapments and staff/guest medicals.

Compliance with all health and safety regulations of assigned tasks, and ensure a clean, hazard free, and safe working environment with active participation in the hotel health and safety program

Employee benefit card offering discounted rates in Accor worldwide

Previous customer related experience an asset

Previous PMS experience an asset

Computer literate in Microsoft Window applications an asset

Must be flexible in terms of working hours

Ability to use various computer software

Must have a strong focus on guest service/satisfaction, and exceeding expectations

Excellent English communication skills both verbal and written

High School Diploma or previous experience an asset

Minimum of two year’s work experience in relevant discipline beneficial

Minimum of one year’s work experience as Royal Service Agent beneficial

Fluent spoken and written English

Second language is an asset

What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the "Western White House," (as the only venue outside the White House to host state dinners), Century Plaza's place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.

Where diversity and inclusion are celebrated. Privacy and personal information are protected. Visa Requirements: Our commitment to Diversity & Inclusion:
Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D

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

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