Royal Service Agent

Job description

Company Description

Fairmont Bab Al Bahr is a 5-star Abu Dhabi beach resort with a stunning setting on Abu Dhabi Creek. Our luxurious urban hideaway offers unparalleled panoramas over the glittering white-marble minarets of iconic Sheikh Zayed Grand Mosque. Alongside exquisite restaurants and bars, Fairmont Abu Dhabi boasts 366 spacious rooms, suites and a villa. Designed with discerning business and leisure guests in mind, our incomparable facilities include a private beach, pool, meeting rooms, and a magnificent ballroom for lavish celebrations.

Job Description

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Respond to all guest requests in a timely and professional manner

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Coordinate and relay guest requests using the Royal Service system

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Monitor, update, and manage requests within the Royal Service platform

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Ensure all logged requests are tracked, actioned, and closed in accordance with hotel standards

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Provide accurate information regarding hotel facilities, services, and amenities

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Actively promote hotel outlets, including restaurants and other facilities

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Build and maintain strong working relationships with all departments, particularly Housekeeping, Front Office, and Engineering

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Record all guest interactions accurately and follow up within the established service timelines

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Maintain clear and effective communication within the Royal Service team and across departments

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Support guests with in-room communication tools and ensure proper setup and functionality

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Receive, manage, and distribute voice messages, faxes, and written correspondence for guests

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Demonstrate full knowledge of hotel emergency procedures and act accordingly

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Uphold health, safety, and security standards to maintain a safe working environment

Qualifications

·  Fluency in English required (verbal & written)
·  Strong telephone skills
·  Excellent telephone manners, telephone voice
·  Strong typing and clerical skills, organized and detail oriented
·  Strong interpersonal skills and English communication skills
·  A hospitality diploma is an asset
·  Knowledge of computerized Front Office systems required with emphasis in Micros - Fidelio based programs (Opera) and Windows, MS Office Suite an asset
·  Prior experience in customer service an asset
·  A passion for guest service
·  Excellent team spirit
·  Ability to handle many conflicting priorities at any given time
·  Able to work well under pressure
·  Must be willing to work shifts (incl. Night shifts)
·  Knowledge of a third language an asset