Overnight Reservations & Royal Service Agent

Description:

Fairmont Chateau Whistler, a premier mountain luxury resort located at the base of Blackcomb Mountain, is hiring an Overnight Reservations & Royal Service Agent. The resort is known for its ski-in, ski-out convenience in winter, championship golf course in summer, and status as Whistler's largest conference resort hotel with 519 guestrooms and suites.

In this vital guest-facing role, the Reservations & Royal Service Agent will handle incoming guest communications by phone, email, and text, demonstrating expert knowledge of the hotel’s offerings and services. The position demands effective and engaging communication skills to deliver a seamless and efficient guest experience.

The agent is responsible for managing room reservations using the hotel’s Property Management System, assisting guests and internal callers, and ensuring follow-up according to Fairmont’s high standards. The role also involves upselling guestrooms, tee times, and food & beverage reservations, maximizing revenue and enhancing guest satisfaction.

Key Responsibilities:

• Provide efficient, consistent service to guests and colleagues ensuring smooth behind-the-scenes operations

• Respond to and redirect external and internal calls as necessary

• Take full ownership of guest requests and follow up according to hotel standards

• Maintain strong relationships with other hotel departments to support guest services

• Manage and update reservations to ensure flawless check-in and check-out experiences

• Actively upsell guestrooms and recommend hotel facilities to maximize revenue

Qualifications:

• Previous customer service experience is an asset

• Outstanding guest service skills and sophisticated verbal communication abilities

• Proficiency in Microsoft Windows applications

• Experience with Opera Property Management System is advantageous

Job Perks & Benefits:

• Subsidized staff accommodation provided

• Complimentary meal during each shift in the staff cafeteria

• Access to Employee Travel Program with discounts on room rates and food & beverage at Fairmont and Accor properties globally

• Hotel leisure benefits including golf passes