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.