Royal Service Agent

Accor; Ajman; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury beachfront hotel in Ajman is seeking a Royal Service Agent responsible for handling guest calls with professionalism and warmth. The ideal candidate will ensure requests are accurately recorded and addressed, providing a personalized experience. Previous luxury hotel experience and excellent communication skills are preferred. Fluency in English is required; knowledge of PMS systems is a plus.

Qualifications

• Previous experience in a similar role within a luxury hotel is an advantage.
• Strong multitasking, organizational, and problem-solving abilities.
• Ability to remain calm under pressure and handle emergency calls effectively.

Responsibilities

• Answer all incoming calls promptly, courteously, and professionally.
• Handle guest inquiries, requests, and complaints efficiently.
• Coordinate with other departments to meet guest needs in a timely manner.
• Update guest profiles and preferences for personalized service.
• Uphold grooming, communication, and service standards at all times.

Skills

Excellent telephone etiquette

Strong multitasking

Organizational abilities

Problem-solving skills

Service-oriented

Proficiency in Opera or PMS systems

Fluency in English

Job description

Overview

Fairmont Ajman is a beachfront 5-star hotel situated in Ajman, just 30 minutes away from the bustling metropolis of Dubai. Combining hospitality and elegance with a deep connection to our natural surrounds, Fairmont Ajman promises exceptional cultural, leisure and dining experiences in a truly spectacular setting. Featuring 252 guest rooms and suites complete with ample space and breathtaking views of the Arabian Gulf, Fairmont Ajman presents travelers with all the comforts of home, alongside world-class service.

Role

As a Royal Service Agent, you will be the voice of the hotel, responsible for handling all internal and external calls with efficiency, professionalism, and warmth. You will ensure guest requests are accurately recorded, followed up, and delivered promptly, creating a seamless and personalized experience.

Key Responsibilities

• Answer all incoming calls promptly, courteously, and professionally, following hotel standards.
• Handle guest inquiries, requests, wake-up calls, and complaints efficiently, ensuring proper follow-up.
• Coordinate with other departments to ensure guest needs are met in a timely manner.
• Maintain accurate records of calls, requests, and incidents.
• Promote hotel services, facilities, and loyalty programs during calls.
• Monitor and respond to emergency calls and situations, following the hotel’s safety procedures.
• Update guest profiles and preferences in the system to ensure personalized service.
• Operate the switchboard, paging, and communication systems effectively.
• Handle lost & found, messages, and information requests with confidentiality and accuracy.
• Uphold grooming, communication, and service standards at all times.

Qualifications

• Previous experience in a similar role within a luxury hotel is an advantage.
• Excellent telephone etiquette and communication skills.
• Strong multitasking, organizational, and problem-solving abilities.
• Service-oriented, with a warm and professional tone of voice.
• Proficiency in Opera or other PMS systems is preferred.
• Fluency in English is required; additional languages are an asset.
• Ability to remain calm under pressure and handle emergency calls effectively.

Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.