Royal Service and Reservations Agent

Fairmont Hotels & Resorts; Riyadh Region; On-site; SAR 60,000 - 100,000; Full time

Job summary

Fairmont Hotels & Resorts in Riyadh, Saudi Arabia, is seeking a professional Royal Service and Reservations Agent. You will be the primary contact for guests, manage reservations across channels, and deliver exceptional service reflecting our standards of excellence.

The role requires 2+ years in customer service or reservations, fluent English, and Arabic preferred. You will work in a luxury environment, coordinate with departments, and contribute to occupancy and guest satisfaction.

Qualifications

• 2+ years in customer service, reservations, or hospitality.
• Excellent communication in English; Arabic preferred.
• Strong organizational and time management with multitasking ability.
• Proficiency with reservation management systems and computer applications.
• Attention to detail and accuracy in data entry and records.

Responsibilities

• Process and manage guest reservations across channels with accuracy.
• Respond to inquiries via phone, email, and other platforms with professionalism.
• Maintain up-to-date reservation records and guest information in the system.
• Coordinate with hotel departments to ensure seamless service delivery.
• Handle special requests and customize arrangements for guests.
• Resolve guest concerns and complaints promptly and professionally.
• Manage booking schedules, availability, and room allocations.
• Provide guests with information about services, amenities, and local attractions.
• Process payments and transactions accurately, maintaining confidentiality.
• Contribute to occupancy and revenue targets through effective sales techniques.
• Ensure compliance with company policies and hospitality standards.

Skills

Customer service

Reservations systems

English fluency

Arabic proficiency

Multitasking

Tools

CRM software

Booking platforms

Job description

Company DescriptionJoin a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Company DescriptionJoin a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality. Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster. Job DescriptionWe are seeking a professional and customer-focused Royal Service and Reservations Agent to join our team in Riyadh, Saudi Arabia. In this role, you will be the primary point of contact for our valued guests, managing reservations, handling inquiries, and delivering exceptional service that reflects our commitment to excellence. You will work in a fast-paced environment where attention to detail, organizational skills, and a genuine passion for customer satisfaction are essential to success.

• Process and manage guest reservations through multiple channels, ensuring accuracy and timely confirmation
• Respond to customer inquiries via phone, email, and other communication platforms with professionalism and courtesy
• Maintain comprehensive and up-to-date reservation records and guest information in our system
• Coordinate with various departments to ensure seamless service delivery and guest satisfaction
• Handle special requests and customize arrangements to meet individual guest needs
• Resolve customer concerns and complaints promptly and professionally
• Manage booking schedules, availability, and room allocations efficiently
• Provide guests with detailed information about services, amenities, and local attractions
• Process payments and transactions accurately while maintaining confidentiality
• Contribute to achieving occupancy and revenue targets through effective sales techniques
• Ensure compliance with company policies and hospitality standards

Qualifications

• Proven experience of 2+ years in customer service, reservations, or hospitality industry
• Excellent communication skills in English; Arabic language proficiency is highly preferred
• Strong organizational and time management abilities with the capacity to multitask
• Proficiency with reservation management systems and computer applications
• Exceptional attention to detail and accuracy in data entry and record-keeping
• Problem-solving skills with the ability to handle challenging situations calmly
• Customer-focused mindset with a genuine commitment to service excellence
• Professional demeanor and ability to work effectively in a team environment
• Familiarity with luxury hospitality service standards and protocols
• Knowledge of CRM software and booking platforms is preferred
• Ability to work flexible hours, including weekends and holidays as required
• Strong interpersonal skills and cultural sensitivity

Additional Information

Your Team And Working Environment

Join our warm and welcoming Royal Service & Reservations team, where exceptional guest service, attention to detail, teamwork, and guest satisfaction are at the heart of everything we do. In this dynamic and fast-paced environment, you will work closely with the Royal Service, Reservations, and other hotel departments to ensure a seamless and personalized guest experience. As a Royal Service & Reservation Agent, you will play an important role in handling guest requests, inquiries, and reservations professionally and efficiently. You will be responsible for providing accurate information, coordinating guest requirements, and ensuring all requests are followed up and delivered to the highest standards. You will contribute to the smooth day-to-day operation of the department while maintaining excellent communication and service standards at all times.