Royal Service Agent; Part-time

Company Description

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

For over a century, Fairmont Palliser has stood as Calgary’s most iconic hotel—a symbol of timeless elegance, heartfelt hospitality, and deep community roots. Since opening in 1914, we have welcomed dignitaries, trailblazers, and generations of guests with impeccable service and unforgettable experiences.

Our story is woven into the fabric of Calgary’s history, and our people are at the heart of it all. At Fairmont Palliser, we believe in creating a workplace where tradition meets innovation, where careers are cultivated, and where everyone is empowered to thrive. Whether you are just beginning your journey in hospitality or bringing years of experience to the table, here you will find a team that values connection, excellence, and purpose.

Join us in delivering elevated experiences and be part of a legacy that continues to shape the future of hospitality in Calgary.

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner Assess First prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

We invite you to join the world of luxury hospitality at Fairmont Palliser as our new Royal Service Agent. Inspire and create the grandest experience for our guest, clients and colleagues every day. Royal Service Agents are the heart and the pulse of the hotel. You will build emotional connections with our guests to make them feel incredible. You will be responsible for engaging with our guests, clients, and colleagues to ensure they are welcomed and cared for.

Reporting to the Front Office Manager.

• Consistently offer the highest level of professional, friendly, and engaging luxury service
• Provide guests with accurate and personalized information about hotel amenities, events, and Calgary happenings
• Prioritize tasks, phone calls, and multiple communication channels in a changing, fast‑paced environment
• Receive, handle, and direct all internal and external telephone communication for the hotel, manage common inboxes, and messaging services
• Take ownership of guest requests and concerns and ensure appropriate follow‑up is completed to the hotel’s standards
• Follow all Royal Service and hotel‑wide systems of procedure meticulously
• Ensure the pre‑arrival experience of all guests is engaging and exciting through reservation checks, proper set up of all requests, and adding personalized touches
• Manage all wake‑up calls for guests
• Establish, coordinate, and maintain a beneficial working relationship between all departments within the hotel and external partners
• Place and monitor work orders, interdepartmental service requests, and radio calls
• Ensure all guest profiles and preferences are updated, accurate, and acted on
• Use your creative thinking to establish memorable experiences for our guests
• Assist Loyalty Supervisor with tasks when requested
• Perform other duties as required

What will you bring to this role?

• Proven background in hospitality operations with a focus on guest service and team collaboration
• Strong organizational and communication skills (verbal and written)
• Must be fluent in English (verbal and written); a second language is an asset
• Must be available for shift work
• Strong computer skills, particularly in Microsoft Office (Outlook, Word, Excel)
• Previous Switchboard/PBX, Front Desk, or Royal Service experience is an asset
• Knowledge of Calgary and the local community is an asset
• Degree or diploma in Hotel Management is an asset
• Technologically proficient for administrative and operational tasks
• Prior…