Central Services Agent

About the role

Fairmont Vancouver Airport, a hotel located within Vancouver International Airport, is hiring a Central Services Agent. The role centres on providing knowledgeable, personalised service by telephone, acting as the point of contact for guest calls and ensuring guests feel unique and valued.

Key responsibilities

• Offer professional, friendly and engaging service and act as the point of contact for internal and external communications.
• Follow up efficiently on all guest requests or concerns and keep accurate records of guest calls to Central Services.
• Know the department and hotel emergency and crisis procedures, including fire procedures, elevator entrapment and staff/guest medicals.
• Ensure inter-departmental cooperation and keep up to date on hotel facilities and events.
• Maintain working knowledge of Housekeeping, Front Office, Engineering, Guest Services and Food and Beverage, and know hotel rates and packages.
• Set up reservations to support arrivals, process shipping requests and lost-and-found items.
• Comply with safety regulations, keep the workplace clean and safe, complete the daily task list and carry out other duties as assigned.

Required profile

• Service-focused personality; experience is an asset.
• Able to handle many tasks in a fast-paced environment and to stay calm and courteous while focusing on guest needs.
• Flexible working hours, including regular overnight shifts.
• Ability to handle cash accurately.
• Fluent English; additional languages are a plus.
• Legally eligible to work in Canada; the hotel cannot assist with work authorization.

Required skills

• Prior customer-related experience is an asset.
• Experience with Opera Cloud or a related system.

What we offer

• Wage of $32.60 per hour after the probationary period.
• Extended medical, dental, vision, life insurance and disability benefits, plus a company-matched pension plan and GRSP enrollment.
• 30% reimbursement of the monthly TransLink pass or YVR parking pass.
• Employee travel and internal transfer programs, a duty meal and a complimentary stay for two.
• Discounted room and F&B rates at Fairmont and Accor properties worldwide.