Company Description

Your team and working environment: What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House,” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Job Description

Royal Service Supervisor
Fairmont Century Plaza | Los Angeles, CA | Full-Time | Permanent

Why work for Fairmont?

At Fairmont, our passion is to connect our guests to the very best of our destinations. At Fairmont Century Plaza, that connection often starts with a single call to Royal Service, where one team handles every guest request from the moment the phone rings.

As Royal Service Supervisor, you'll lead that team. You set the tone for every interaction, inspire your colleagues to deliver warm, anticipatory service, and make sure that no guest request goes unanswered or unresolved. If you're a hospitality professional who's ready to lead, loves solving problems in real time and takes pride in helping others shine, this is your next step.

What you will be doing:

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

• Lead the team
• Support the Royal Service Manager in running day-to-day operations and lead the team on shift.
• Inspire and motivate colleagues with energy and positivity, building a collaborative and supportive team culture.
• Coach and develop colleagues, hold them accountable to Royal Service standards and recognize excellence when you see it.
• Monitor department performance through LQA results and Voice of the Guest, and turn insights into action.
• Escalate requests that aren't handled in time, and follow through until every one is complete.

Own the guest experience

• Make sure every call, internal or external, guest or colleague, is answered with warmth and professionalism, and every email within 24 hours.
• Take ownership of guest requests and concerns, resolving them with sound judgment until the guest is satisfied.
• Create, assign and track service requests so they're completed on time, every time.
• Anticipate guest needs and know the hotel's facilities, services and promotions inside out.
• Deliver the hotel's enhanced wake-up call program and support In-Room Dining orders during peak call volume.

Drive the business

• Book and manage reservations in the Property Management System, including changes, cancellations and rooming lists, in line with Century Plaza policies.
• Maximize revenue by upselling rooms and recommending hotel experiences.
• Enroll guests in ALL – Accor Live Limitless and keep guest profiles up to date.
• Resolve billing, folio and credit card inquiries, and assist with commission verification.
• Support Front Desk functions such as check-in, check-out and room moves, and partner with Sales and other departments as needed.

Protect the standard

• Uphold Fairmont brand standards and Royal Service operating procedures in every interaction.
• Keep guest information strictly confidential.
• Maintain a safe, clean and orderly workspace, and promptly report any safety or security concerns to the Manager on Duty.

Qualifications

Your experience and skills include:

• Two or more years of experience in hotel guest services, reservations, front office or a related field
• Experience as a Royal Service Agent or in a similar role is a strong plus
• Leadership presence: you motivate others, give feedback with confidence and lead by example
• Calm, courteous and solution-focused under pressure in a fast-paced environment
• Strong attention to detail, with the judgment to balance guest needs and business needs
• Knowledge of Opera PMS is an asset; comfortable with Microsoft Office and hotel technology
• Typing speed of at least 25 words per minute
• Fluent spoken and written English; a second language is an asset
• Flexible availability, including evenings, weekends and holidays
• High school diploma or equivalent experience; hospitality diploma is a plus

Additional Information

What is in it for you:

• Pay Range: $34.98 per hour
• Discounted hotel rooms and food & beverage rates at our sister properties around the globe
• Learning programs through our Academies to help you grow and perform at your full potential
• Opportunity to develop your career within your property and across the world
• The chance to make a difference through Corporate Social Responsibility activities like Planet 21
• Competitive health benefit package [within 30 days of employment]
• 401(k) eligibility [after 60 days of employment]

Visa Requirements: Must provide proof of eligibility to be employed in the United States of America. Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.

Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D 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