Royal Services Agent

Fairmont Hotels & Resorts; Dubai; On-site; AED 78,000 - 123,000; Full time

Benefits offered by this job

Learning programs

Colleague discounts

Career development opportunities

Wellness/ dining discounts

Job summary

Fairmont Dubai is seeking a Royal Service Agent to support guest safety and wellbeing in our luxury hotel. Reporting to the Front Office Manager, you will deliver attentive service and coordinate with multiple departments to ensure memorable experiences for our guests.

You will respond to calls, manage guest requests, wake-up calls, reservations, and guest communications, while maintaining extension lists and assisting with emergencies according to Accor standards.

Qualifications

• Minimum High School Diploma; hotel training preferred.
• Outstanding guest service, professional presentation and communication.
• Proficient in English; Arabic language is an asset.
• Strong knowledge of office procedures and Microsoft Office.
• Team player with ability to multitask across departments.

Responsibilities

• Answer incoming calls per Accor standards and transfer to destination.
• Handle in-house guest requests and coordinate with relevant departments.
• Log requests and follow up within standard timelines.
• Log and handle wake-up call requests.
• Process restaurant reservations and stay informed on promotions and events.
• Maintain updated telephone extension lists.
• Coordinate special deliveries and celebrate occasions for guests.
• Participate in emergency procedures and coordinate communications until evacuation.
• Manage emergency and elevators alarms, receive and distribute faxes.
• Comply with Accor policies and standards and use MFR/Opera tools as trained.

Skills

Guest services

Communication skills

Microsoft Office

Opera

Arabic language

Team player

Education

High School Diploma

Tools

Opera

Job description

Company Description

A unique blend of contemporary design and urban chic, Fairmont Dubai is an icon in the business heart of the city. Fairmont Dubai brings together luxurious surroundings and modern amenities with renowned Fairmont service. At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

Job Description

At Fairmont Dubai, ensuring the safety and wellbeing of our Guests and visitors is an integral part of our operations. As a Royal Service Agent, your attentiveness and commitment to safe practices will facilitate enjoyable and memorable experiences for our Guests. Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

• Respond to all incoming calls complying with Accor standards and transfer them to the appropriate destination.
• Respond to all in house Guests’ requests and transmit the order to the corresponding dept for request to be treated complying with Accor standards.
• Log all requests and ensure follow up on all of them within standard delay.
• Log and treat wakeup call requests.
• Treat restaurant reservations requests in SPA soft and is aware of all ongoing promotions and events in the hotel.
• Maintain telephone extension lists updated.
• Arrange special deliveries and celebration of special occasions for our Guests.
• Participate in emergency procedures ensuring telephones are answered and coordinates communication till final evacuation.
• Handle emergency line and elevators emergency alarms.
• Receive and distribute faxes for Guests, apartment tenants and internal departments.
• Act in accordance with the standards, conforms to the policies and procedures of Accor.
• Possess full command of MFR, Opera and other Microsoft applications (necessary training will be provided).
• Cooperate, coordinate and communicate with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated.
• Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.

Qualifications

• Minimum High School Diploma, Business School and / or Hotel School Diploma preferred.
• Must possess outstanding Guest services skills, professional presentation and sophisticated communication skills.
• Proficient in the English language (verbal & written),Arabic speakinglanguage is an asset.
• Full proficiency in all office procedures and clerical duties.
• Strong knowledge of Microsoft Office and Opera an asset.
• Must be a strong team player, professional and enthusiastic with excellent organizational skills.
• Must be able to work with multiple managers and prioritize tasks in an organized and self-efficient manner.
• Be flexible on hours worked as dictated by business demands.

Additional Information

What is in it for You:

• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities
• Career development opportunities with national and international promotion opportunities. The sky is your limit
• Join our team and enjoy a range of exclusive colleague perks, including discounted rates in Accor worldwide for you and your family, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

Our Values

Respect:

We value the needs, ideas and individuality of others.We treat everyone with fairness and dignity.

Excellence:

We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging:

We celebrate our differences.We support each other andwe always stand together.

Empowerment:

We have authority to take initiative and anticipate moments thatcreate unforgettable experiences.

Integrity:

We build trust through mutual respect and being authentic.

Our Commitment to Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS