Guest Experience Agent - Royal Service Concierge

Fairmont Hotels & Resorts; Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

Fairmont The Palm in Dubai seeks a friendly Telephone Operator to deliver professional service across calls and emails, ensuring accurate message handling and swift responses. You will work closely with Front Office, Housekeeping and Engineering to dispatch requests via Royal Service and the PMS system.

Fluency in Russian and English is required, with previous operator experience and strong guest services skills expected.

Qualifications

• Fluency in Russian & English is required.
• Previous experience as a Telephone Operator is required.
• Excellent guest services and communication skills are expected.
• Proficient with Windows; Opera PMS knowledge is an asset.
• Strong interpersonal skills and ability to work under pressure.

Responsibilities

• Handle external and internal calls and emails, redirecting or assisting as needed.
• Take ownership of guest requests and follow up according to hotel standards.
• Coordinate with Housekeeping, Front Office and Engineering.
• Update service requests and dispatch to appropriate departments.
• Maintain the Royal Service system and ensure services are available and efficient.
• Maintain switchboard equipment and ensure confidentiality of information.
• Log and relay messages accurately and promptly to guests.
• Provide information about hotel services, promotions and reservations.
• Respond to emergencies and guest inquiries with clear, courteous communication.

Skills

Fluent English

Fluent Russian

Guest services

Communication

Interpersonal skills

Calm under pressure

Tools

Opera PMS

Job description

Fairmont The Palm in Dubai seeks a friendly Telephone Operator to deliver professional service across calls and emails, ensuring accurate message handling and swift responses. You will work closely with Front Office, Housekeeping and Engineering to dispatch requests via Royal Service and the PMS system.

Fluency in Russian and English is required, with previous operator experience and strong guest services skills expected.