Guest Experience Agent - Royal Service

AccorHotel; Abu Dhabi; On-site; AED 45,000 - 73,000; Full time

Job summary

AccorHotel in Abu Dhabi is seeking a Front Office/Guest Services professional to handle guest requests, communicate via the Royal Service platform, and promote hotel outlets. You will coordinate with Housekeeping, Front Office, and Engineering to ensure timely completion and satisfaction.

The role requires strong English, excellent telephone manners, and the ability to work under pressure with shifts including nights. Hospitality background preferred, with fluency in a third language a bonus.

Qualifications

• Fluency in English required (verbal & written).
• Strong telephone skills are essential.
• Excellent telephone manners and clear communication.
• Strong typing and clerical skills; detail oriented and organized.
• Strong interpersonal skills and English communication ability.
• Hospitality diploma is an asset.
• Knowledge of computerized Front Office systems, especially Opera, and MS Office suite.
• Prior customer service experience is an asset.
• Passion for guest service and team spirit.
• Ability to manage multiple priorities and work under pressure.
• Willingness to work shifts, including night shifts.
• Knowledge of a third language is an asset.

Responsibilities

• Respond to guest requests in a timely and professional manner.
• Coordinate and relay guest requests using the Royal Service system.
• Monitor, update and manage requests within the Royal Service platform.
• Ensure all logged requests are tracked, actioned and closed per hotel standards.
• Provide accurate information regarding facilities, services and amenities.
• Actively promote hotel outlets including restaurants and facilities.
• Build and maintain relationships with Housekeeping, Front Office and Engineering.
• Record guest interactions accurately and follow up within service timelines.
• Maintain clear communication within Royal Service and across departments.
• Support guests with in-room communication tools and ensure proper setup and functionality.
• Receive, manage and distribute voice messages, faxes, and written correspondence.
• Demonstrate knowledge of hotel emergency procedures and act accordingly.
• Uphold health, safety and security standards for a safe environment.

Skills

English fluency

Telephone skills

Telephone manners

Typing & clerical

Interpersonal skills

Third language a bonus

Education

Hospitality diploma

Tools

Opera (Fidelio-based)

MS Office

Job description

AccorHotel in Abu Dhabi is seeking a Front Office/Guest Services professional to handle guest requests, communicate via the Royal Service platform, and promote hotel outlets. You will coordinate with Housekeeping, Front Office, and Engineering to ensure timely completion and satisfaction.

The role requires strong English, excellent telephone manners, and the ability to work under pressure with shifts including nights. Hospitality background preferred, with fluency in a third language a bonus.