Royal Service Agent – Guest Concierge

AccorHotels Middle East; Abu Dhabi; On-site; AED 56,000 - 100,000; Full time

Job summary

Fairmont The Palm in Dubai is seeking a Telephone Operator to deliver professional, friendly and engaging service. You will process all external and internal calls and emails, direct inquiries, and take ownership of guest requests with prompt follow-up.

You should have fluent Russian and English, strong guest-services skills, and be highly organized. Proficiency in Windows and Opera PMS is an asset; you will work closely with Front Office, housekeeping and maintenance to ensure smooth operations.

Qualifications

• Fluency in Russian and English is a must, in speaking and writing.
• Previous role as a Telephone Operator is a must.
• Outstanding guest services skills and sophisticated verbal communication.
• Computer literacy in Microsoft Windows applications required; Knowledge of Opera PMS an asset.
• Strong interpersonal and problem-solving abilities.
• Highly organized, responsible & reliable.
• Ability to work under pressure in a fast-paced environment.
• Team oriented and focused on guest needs.

Responsibilities

• Consistently offer professional, friendly and engaging service.
• Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
• Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice.
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards.
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
• Act as dispatcher through Royal Service for security, guest services and other colleagues in operations.
• Update Service Requests and work orders and dispatch to the right department.
• Maintain and monitor the “Royal Service” software system and ensure that all services provided at Royal Service are always available and are carried out efficiently.
• Responsibly use all available systems including PMS (Property Management System), telephone system, Royal Service, fax, etc.
• Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
• Maintain information confidentiality.
• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer.
• Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc.
• Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information.
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.

Skills

Russian & English fluency

Guest services

Communication skills

Interpersonal skills

Team collaboration

Tools

Opera PMS

Microsoft Windows

Job description

Fairmont The Palm in Dubai is seeking a Telephone Operator to deliver professional, friendly and engaging service. You will process all external and internal calls and emails, direct inquiries, and take ownership of guest requests with prompt follow-up.

You should have fluent Russian and English, strong guest-services skills, and be highly organized. Proficiency in Windows and Opera PMS is an asset; you will work closely with Front Office, housekeeping and maintenance to ensure smooth operations.