Royal Service Agent (Telephone Operator - Russian Speaker)

Fairmont Hotels & Resorts; Dubai; On-site; AED 45,000 - 67,000; Full time

Job summary

Fairmont The Palm is seeking a Telephone Operator to deliver consistently professional and friendly service to guests on the Palm Jumeirah in Dubai. You will handle external and internal calls, respond to guest requests, and coordinate with Front Office, Housekeeping and Engineering to ensure smooth operations.

You will manage wake-up calls, reservations inquiries and information requests, using hotel systems like the PMS and Royal Service to log and route tasks efficiently.

Qualifications

• Fluency in Russian and English is required for daily guest interaction.
• Previous experience as a Telephone Operator is essential.
• Outstanding guest service and sophisticated verbal communication skills are required.
• Proficiency with Microsoft Windows applications; Opera PMS is a plus.
• Strong interpersonal and problem-solving abilities are needed.
• Highly organized, reliable and able to work under pressure.
• Ability to work in a fast-paced hotel environment with a team.

Responsibilities

• Consistently offer professional, friendly and engaging service.
• Process all external and internal calls and emails by redirecting or assisting.
• Promptly answer calls and emails in a clear, courteous tone.
• Take ownership of requests and ensure follow-up per hotel standards.
• Know key departments (Housekeeping, Front Office, Engineering).
• Act as dispatcher through Royal Service for security and guest services.
• Update Service Requests and dispatch to the correct department.
• Maintain the Royal Service software system and ensure service availability.

Skills

Fluency in Russian

Fluency in English

Guest service skills

Verbal communication

Interpersonal skills

Problem solving

Organization

Teamwork

Opera PMS

Tools

Opera PMS

MS Windows apps

Job description

Company Description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

Company Description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

Job Description

• 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. Ensure that messages taken are forwarded to and received by guests.
• Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels.
• Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time.
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.
• Receives and logs into the Table Management System the restaurant reservations requests with all information required.
• Maintaining the communication with the guests regarding the lost & found items.
• Creating amenities in the system for the efficient delivery and cross charging.
• Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
• Promotes and leads a service driven, results driven work environment.
• Follow department policies, procedures and service standards.
• Follow all safety policies and promotes a safe work environment.
• Other duties as assigned.

Qualifications

• Fluency in Russian & English language is a must, speaking and writing
• Previous role as a Telephone Operator is a must
• Must possess outstanding guest services skills and sophisticated verbal communication skills.
• Computer literate in Microsoft Windows applications required. Knowledge of Opera Property Management System an asset.
• Strong interpersonal and problem solving abilities.
• Highly organized, responsible & reliable.
• Ability to work well under pressure in a fast paced environment.
• Ability to work cohesively with fellow colleagues as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Must have the ability to handle a multitude of tasks and Guest requests.