Royal Service Agent – Arabic Speaking Telephone Operator

About the role

The Royal Service Agent provides professional, friendly telephone and email support for guests and internal departments at Fairmont The Palm, Dubai. This position ensures timely handling of requests, wake‑up calls, and emergency communications while maintaining high service standards.

Key responsibilities

• Answer and redirect external and internal calls and emails with a courteous tone.
• Take ownership of guest requests, follow‑up, and verify completion.
• Dispatch service requests to appropriate departments via the Royal Service system.
• Maintain and monitor telephone equipment and the Royal Service software for efficiency.
• Log wake‑up call requests and deliver calls at the scheduled time.
• Handle reservations, lost‑and‑found items, and provide information on hotel services.
• Follow emergency procedures and remain calm during high‑pressure situations.

Required profile

• Fluency in Arabic (spoken and written) – mandatory.
• Strong English proficiency.
• Previous experience as a telephone operator.
• Excellent guest service and communication skills.
• Highly organized, reliable, and able to work under pressure.

Required skills

• Opera Property Management System (knowledge is an asset).
• Microsoft Windows applications.