Royal Service Agent (Arabic Speaker)

About the role

Fairmont Bab Al Bahr, a 5-star beach resort in Abu Dhabi, is hiring a Royal Service Agent who speaks Arabic. The agent is the main point of contact for guests, handling requests, inquiries, reservations and service recovery so that every guest receives a seamless luxury experience. The position is full-time.

Key responsibilities

• Respond courteously to guest calls, emails and service requests, and record them accurately in the property and service management systems.
• Provide personalised information on facilities, dining, spa, transport and local attractions, and assist with restaurant reservations, transport arrangements, wake-up calls and special requests.
• Act as the link between guests and departments such as Housekeeping, Engineering, Food & Beverage, Concierge and Security, and follow up on outstanding requests.
• Handle complaints professionally and escalate complex matters to supervisors or managers.
• Promote hotel facilities and services, maintain accurate logs of communications and guest interactions, and prepare reports as required.
• Support room reservations, internal bookings and operational projects within the Front Office department.

Required profile

• Diploma or Bachelor's degree in Hospitality Management, Tourism, Business Administration or a related field.
• 1-2 years of experience in a luxury hotel, guest services, call centre, front office or customer service role; experience with luxury hospitality brands preferred.
• Previous experience in Royal Service, Guest Relations, Front Desk or Telephone Operations is an advantage.
• Fluent Arabic and English (spoken and written); additional languages are an advantage.

Required skills

• Excellent verbal and written communication and customer service orientation.
• Ability to handle high call volumes and multitask in a fast-paced environment.
• Problem-solving, conflict resolution, organisation and time management.
• Ability to stay calm and professional under pressure.