Central Services Agent - The Working Holiday

At Fairmont Jasper Park Lodge, all guest service has the potential to create a lasting memory when it is delivered with warmth and sincerity. Be an ambassador for our brand as a Central Services Agent, where the engaging and anticipative service you provide over the telephone will make our guests feel valued and reflect the exceptional hotel experience to come.

Rate of Pay: Starting at $18.15 per hour. Full rate after one year is $20.35 per hour.

What will you be doing:

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

Follow Front Office policies, procedures and service standards
Ensure all external and internal guest/colleague inquiries and concerns are answered promptly and professionally either by telephone or the radio system
Respond to all Room Reservation, Rate Offering and Hotel Information inquiries promptly and professionally via telephone, fax and/or E-mail
Reserve hotel accommodations for guests in the Leisure, Business Travel, Convention/Association, Corporate Meetings and Wholesale (FIT & IMM) market segments
Accurately record all required reservation information in the Central Reservations System (AccorLiveFRSReservations) and/or the Property Management System (Property Manager).
Review and update reservations interfacing between the CRS and PMS
Ensure reservation confirmations are issued promptly and accurately
Monitor and review Waitlisted Reservations to help maximize Room Revenues
Provide support to our colleagues at Fairmont Global Reservations Centre
Monitor and track special promotions and communicate information to various operational departments
Ensure all paperwork and confirmation letters are filed on a daily basis
Complete quality control checks for all upcoming reservations
Take ownership of the callers’ request and ensure follow up according to hotel’s standard
Process and distribute all guest messages, guest wake-up calls and all incoming faxes
Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
Maintain and monitor ‘Royal Service” software
Ensure guest requests are assigned to appropriate departments and followed up in a timely manner
Monitor the fire computer and fire phone, and inform Security Department of all emergencies while following appropriate emergency procedures
Book daily excursions, golf tee times, dining reservations and all other guest activities as required
Serve as a liaison for Guests requiring information relating to all aspects of the hotel
Handle and distribute faxes, voice messages and written messages for internal and external Guests
Have full knowledge of the hotels emergency procedures
Adhere to the hotel’s vehicle handling and safety policies while driving hotel vehicles
Follow all safety and sanitation policies
Other duties as assigned

Your experience and skills include:

Computer literate in Microsoft Window applications required
Minimum 1 year Front Office, Reservations or Sales experience an asset
Good knowledge of hotel facilities and previous Property Manager, AccorLiveFRSReservations, FH&R Intranet and Microsoft Office applications experience an asset
Must be willing to work shifts (incl. Night shifts)
Computer and typing skills, approximately 40 words per minute
Must possess professional telephone etiquette and have an excellent command of the English language
Must possess excellent organizational, written and verbal communication skills
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to work well under pressure in a fast-paced environment
Ability to work cohesively with fellow colleagues as part of a team with minimum supervision
Ability to focus attention on guest needs, remaining calm and courteous at all times

Your team and working environment:

Fast-paced, upscale, luxury hotel
Close proximity to Marmot Basin Ski Resort in winter and world-renowned hiking trails in summer
Hospitality employees worldwide making this a great place to develop lifelong connections

Sitting: 5-8 hrs/day
Walking: 0-3 hrs/day
Standing: 0-3 hrs/day
Bending/Reaching: 0-3 hrs/day
Pushing/Pulling: 0-3 hrs/day
Physical effort: low, required to lift up to 30lbs
Environmental stress: busy atmosphere

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 AccorHotels?

We are much more than a world leader. We are more than 250,000 hoteliers with a purposeful and heartfelt mission: to make every guest Feel Welcome in our 4,500 addresses and on our digital platforms. We are committed to a culture and guided by our values that make our talent Feel Valued. We want them to express their passions every day and realize their full potential through exemplary professional development and growth opportunities, enjoying a life filled with unlimited experiences.