Royal Service Agent

• Handle incoming calls, emails, and messages promptly and professionally, offering exceptional service to both Arabic and non-Arabic speaking guests.
• Act as a liaison between guests and internal departments (e.g., housekeeping, engineering, F&B) to ensure guest requests are fulfilled efficiently.
• Address guest concerns or complaints with professionalism, escalating issues to management when necessary.
• Assist guests with reservations, inquiries, and recommendations for dining, transportation, and activities within and outside the property.
• Maintain accurate records of guest requests, complaints, and feedback using the property’s service management system.
• Coordinate special guest arrangements such as VIP services, in-room amenities, and personalized experiences.
• Ensure all guest requests are followed up and closed satisfactorily within the expected timeline.
• Provide translation assistance for Arabic-speaking guests when required.
• Ensure adherence to company policies, procedures, and service standards at all times.

Qualifications

• Previous experience in a front office, guest service, or call center role within the hospitality industry is preferred.
• Fluent in Arabic (spoken and written) and English.
• Additional languages are a plus.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and remain calm under pressure.
• Exceptional Customer Service: The ability to offer personalized, attentive service that exceeds guest expectations, demonstrating empathy and discretion.
• Attention to Detail: Being highly observant and responsive to guests' needs, ensuring that nothing is overlooked.
• Problem-Solving Skills: The ability to handle challenging situations calmly and effectively.
• Strong Communication Skills: Excellent verbal and written communication skills to engage with guests and relay information clearly to other departments.
• Multitasking: The ability to manage multiple guest requests simultaneously while maintaining high standards of service.
• Discretion and Confidentiality: Maintaining confidentiality is crucial, especially for VIPs.
• Cultural Sensitivity: Understanding diverse backgrounds and preferences of guests.
• Technical Skills: Familiarity with hotel management software and tools.
• Patience and Composure: Maintaining calm and professionalism in stressful situations.

Desired candidate profile

• Guest Service Excellence: Providing personalized, high-quality service to guests at all times.
• Handling Special Requests: Taking care of special or unique requests from guests.
• VIP Services: Offering exclusive services to VIP guests.
• Problem Resolution: Addressing and resolving guest complaints promptly.
• Collaborating with Other Departments: Working closely with other hotel departments to ensure seamless service.
• Maintaining High Standards of Service: Following the organization's standards of service delivery.