Job Title: Royal Service Supervisor

Company: Fairmont Hotels & Resorts

Location: Fairmont Century Plaza, Los Angeles, USA

Job Type: Permanent

Company Description

Why work for Fairmont?

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.


Job Description

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
You enroll guests in Accor Live Limitless loyalty program and updates profiles when applicable
You handle credit card and other billing transaction inquiries such as unrecognized or incorrect postings to the room
You ensure all Guest details remain confidential
You constantly review the performance and operations of the department through monitoring LQA results and Voice of the Guest
You maintain cleanliness, safety, and order in all work areas and reports any areas of concern to Supervisor
You are familiar with Hotel’s technology and communication platforms, and use to ensure hotel operation and guest satisfaction
Other duties as assigned
What is in it for you:

Gross Hourly Rate: $34.93 USD
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH

Qualifications

Your experience and skills include:

Ability to communicate fluently with our guests and colleagues
Must be able to handle a multitude of tasks in an intense, ever-changing environment
Ability to focus attention on guest needs, remaining calm and courteous at all times
Strong knowledge of Opera Property Management System is an asset
Computer literate in Microsoft Windows applications an asset
Must be able to type 25 words per minute
Must possess a professional presentation
Must be flexible in terms of working hours
Strong interpersonal and problem-solving abilities
Highly responsible & reliable
Ability to work well under pressure in a fast-paced environment
Ability to research and investigate information to enable strategic decision-making
Ability to work cohesively with fellow colleagues as part of a team
Ability to use various computer software
Ability to handle cash effectively and accurately
High School Diploma or previous experience an asset
Hospitality Diploma is a benefit
Minimum of two year’s work experience in relevant discipline beneficial
Minimum of one year’s work experience as Royal Service Agent beneficial
Fluent spoken and written English
Fluency in a second language is an asset
Ability to be observant with meticulous attention to detail
Ability to follow instruction and work quickly and thoroughly
Ability to think through situations in a rational manner while under pressure
Logical and structured thinking, balancing budgetary and guest’s needs
Ability to see the bigger picture and possible repercussions of decisions
Frequent sitting throughout shift
Occasional kneeling, pushing, pulling, lifting, walking, and standing
Occasional ascending or descending ladders, stairs, and ramps

Additional Information

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.


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

Posted: 21/02/2026