Royal Service Agent

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

• Respond to all guest requests in a timely and professional manner
• Coordinate and relay guest requests using the Royal Service system
• Monitor, update, and manage requests within the Royal Service platform
• Ensure all logged requests are tracked, actioned, and closed in accordance with hotel standards
• Provide accurate information regarding hotel facilities, services, and amenities
• Actively promote hotel outlets, including restaurants and other facilities
• Build and maintain strong working relationships with all departments, particularly Housekeeping, Front Office, and Engineering
• Record all guest interactions accurately and follow up within the established service timelines
• Maintain clear and effective communication within the Royal Service team and across departments
• Support guests with in-room communication tools and ensure proper setup and functionality
• Receive, manage, and distribute voice messages, faxes, and written correspondence for guests
• Demonstrate full knowledge of hotel emergency procedures and act accordingly
• 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