Bilingual Royal Service Supervisor (Full-Time)

Company Description

Located in the heart of Canada's capital next door to the Parliament Buildings, the landmark Fairmont Chateau Laurier hotel in Ottawa is looking to fill a role of Royal Service Supervisor (Full-Time).

What is in it for you:

• Wonderful company culture - our colleagues are at the heart of all that we do
• Food & Beverage discount of 50% in our restaurants
• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Comprehensive extended health benefits package
• Full rate of pay of $28.05/hour

Job Description

Responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly, and engaging service to both colleagues and internal and external guests.
• Supervise a team of 10-15 colleagues operating a 24-hour Royal Service department, ensuring service excellence, productivity, and adherence to brand standards.
• Provide daily leadership, coaching, guidance, and performance feedback to Royal Service colleagues.
• Schedule, monitor, and oversee departmental operations to ensure seamless guest service delivery across all shifts.
• Process all external and internal calls by either redirecting calls or assisting callers directly.
• Act as a key component during emergency situations by communicating with guests/colleagues, the Security Team and Emergency Services.
• Take ownership of guest and colleague requests and ensure follow-up according to hotel standards.
• Maintain a comprehensive working knowledge of all hotel departments and services.
• Serve as a liaison for guests requiring information relating to all aspects of the hotel.
• Send Secure Pay forms upon request.
• Maintain and ensure all guestroom telephones are in proper operating condition.
• Oversee the organization of daily amenity reports and same-day amenity requests.
• Take In-Room Dining orders and coordinate with the In-Room Dining team to ensure timely delivery.
• Take dining reservations and answer questions regarding restaurant offerings, menu items, and special dining events in an informative and helpful manner.
• Create bills and post charges to guest accounts accurately.
• Maintain proper telephone etiquette and service standards at all times.
• Maintain thorough knowledge of hotel emergency procedures and act as a departmental resource during emergency situations.
• Ensure compliance with departmental policies, procedures, and service standards.
• Support training, coaching, and development of new and existing colleagues.
• Coordinate with third-party contractors for telephone system repairs and maintenance when required.
• Manage voicemail setup, name updates, phone line programming, and related telecommunications functions.
• Ensure all group communications requirements are met, including additional telephone lines and DID lines.
• Oversee the removal, resetting, and management of telephones and wire card systems.
• Serve as a departmental trainer and mentor, ensuring training standards are maintained.
• Ensure Royal Service office information, resources, and operating procedures remain current and accurate.
• Assist with all Accor Live Limitless (ALL) Loyalty program administration, including elite-tier member support, account management, points inquiries, missing stay investigations, enrollment support, and escalation resolution.
• Act as a key contact for Diamond, Platinum, and other high-tier ALL members, ensuring personalized service, recognition, and prompt resolution of loyalty-related concerns.
• Partner closely with Front Office, Reservations, Revenue, and Guest Relations teams to support loyalty initiatives and enhance member satisfaction.
• Assist with departmental projects and continuous improvement initiatives.
• Perform other duties as assigned by the Royal Service and Loyalty Manager.

Qualifications

• Available to work a flexible schedule, including overnight shifts, weekends, and holidays as operationally required.
• Previous experience with Opera Cloud, Alice and Silverware is an asset.
• Fluent in both official languages (English and French).
• Previous supervisory experience in a luxury hospitality environment preferred.
• Previous experience in Royal Service, Front Office, Reservations, Guest Relations, or a related guest service role.
• Must possess a valid Smart Serve certification.
• Experience with loyalty program administration, preferably Accor Live Limitless (ALL), is considered an asset.
• Demonstrated leadership, coaching, and team development skills.
• Ability to function effectively during emergencies and high-pressure situations.
• Exceptional guest service and problem-resolution skills.
• Highly responsible, reliable, and professional.
• Excellent telephone communication and etiquette skills.
• Strong computer proficiency with the ability to type 40+ words per minute.
• Strong organizational, multitasking, and time-management skills.
• Ability to analyze situations, make sound decisions, and escalate concerns appropriately.
• Proven ability to work collaboratively and lead within a team environment

Additional Information

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

• Sitting throughout shift and occasional lifting and carrying up to 20 lbs

Fairmont Château Laurier is proud to provide employment accommodation during the recruitment process. Should you require any accommodations, please notify us.

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

AI disclosure: We use artificial intelligence to help screen and assess applications for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.