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At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

You represent Fairmont Century Plaza with professionalism, confidence, and a strong sense of ownership. As a leader, you set the standard for exceptional service, ensuring every guest interaction reflects the highest level of hospitality and attention to detail. You lead with energy and positivity, inspiring and motivating your team to perform at their best while fostering a collaborative and supportive work environment. You take pride in developing your colleagues, holding them accountable to service standards, and recognizing excellence. Entrusted with oversight of the guest experience, you proactively anticipate needs, resolve challenges with sound judgment, and ensure that every guest encounter exceeds expectations.

What you will be doing:

• Assist the Royal Service Manager in day-to-day operations.
• Consistently offer professional, friendly and engaging service
• You demonstrate that all Royal Service Standard Operating Policies and Procedures are performed in all interactions.
• You maintain a perpetual presence by remaining attentive and answering every call, internal and external, guest and colleague, in a professional and warm manner
• You answer email inquiries within 24 hours
• You assist guests according to Fairmont Hotels & Resorts Brand Standards
• You book and enter room reservation requests using the Property Management System
• You carry out all reservation functions such as updating reservations including cancellations, rescheduling, shortening length of stay in accordance with Century Plaza reservation policies
• You enter rooming lists while ensuring accuracy, as required
• You ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
• You create and action service requests for guests and Heartists and ensure that requests are completed in necessary time
• You carry out the enhanced wakeup call program for the hotel’s guests
• You assist in taking and completing orders for In Room Dining during high calls volumes
• You carry out all Front Desk functions such as Room Moves, Billing Issues, Check out, Check in, and any other assigned duties
• You take ownership of the caller’s request, handle any guest concerns and ensure the issue is resolved and the guest is satisfied
• You escalate requests that are not handled in the appropriate time
• You follow up on any service requests that require follow up as deemed by the Royal Service Management team
• You liaise with Sales and other departments as required
• You assist guests regarding hotel facilities in an informative and helpful way
• You stay informed of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities
• You maintain a positive relationship with Guests and Colleagues by exceeding their expectations through anticipatory service
• https://careers.accor.com/global/en/job/royal-service-supervisor-in-fairmont-century-plaza-los-angeles-united-states-jid-86041