Royal Service Agent - Casual

Company Description
As a Royal Service Agent, you will be the primary point of contact for all guest requests and inquiries via telephone. You will deliver exceptional, personalized service while efficiently coordinating guest needs with various departments.

Your role is key in creating seamless and memorable experiences, ensuring every interaction reflects the luxury and service excellence of the hotel.

Job Description
What is in it for you:

Be part of a progressive hotel that embraces the culture and vibrancy of one of Canada’s most beautiful cities, Vancouver, proudly recognized as a Great Place to Work, and the first hotel in North America to achieve Single-Use Plastic Free Certification

A competitive rate of $33.00 per hour

Complimentary work meals through our Colleague Dining Program

Exclusive access to the Pacific Northwest Food & Beverage Discount Program, offering 50% off at participating dining destinations in Vancouver, Victoria, and Whistler

Opportunities to participate in sustainability, charity, and community engagement initiatives

Access to world-class training, leadership programs, and career development opportunities across a global hospitality network

Be part of a dynamic, diverse team in a stunning luxury environment where no two days are the same

Opportunity to grow within a collaborative and professional Rooms Division team

Distinctly West Coast, the hotel delivers unique guest experiences through creativity, artistry, and elevated hospitality, while remaining at the forefront of art, music, and fashion programming in the city

What you will be doing:

Answer all internal and external calls promptly, courteously, and professionally, following brand standards

Process guest requests, wake‑up calls, and service orders accurately and efficiently

Coordinate and dispatch requests to appropriate departments (Housekeeping, Engineering, In‑Room Dining, Concierge, etc.)

Maintain clear and effective communication with all hotel departments to ensure timely follow‑up

Handle guest concerns with professionalism and empathy, ensuring prompt resolution and escalation when required

Monitor and manage guest requests through the hotel’s systems to ensure completion and satisfaction

Provide knowledgeable information about hotel services, outlets, and local attractions

Take initiative to personalize each guest interaction and anticipate guest needs

Support emergency procedures and communication protocols as required

Maintain confidentiality of guest information at all times

Other duties assigned

Qualifications

Previous experience in a luxury hotel or customer service environment is an asset

Strong verbal communication skills with a clear and professional telephone manner

Ability to multitask and remain calm in a fast‑paced environment

Proficiency with hotel systems such as Opera, Royal Service platforms, or similar systems is an asset

Excellent organizational and time‑management skills

Service‑focused personality with a passion for guest experience

Ability to work flexible hours, including evenings, weekends, and holidays

Your team and working environment:
You will be part of a dynamic and service‑driven Royal Service team, working closely with all departments across the hotel to ensure seamless communication and exceptional guest experiences. Collaboration, attention to detail, and a shared commitment to luxury service excellence are at the heart of everything we do.

Visa Requirements:
Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

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