Royal Service Agent - Telephone Operator

About the role

Fairmont Fujairah Beach Resort, part of Fairmont Hotels & Resorts, is looking for a Royal Service Agent (Telephone Operator) in Dibba Al-Fujairah. The role covers answering calls and emails, handling guest requests and acting as a dispatcher for the Royal Service system, which coordinates security, guest services and other operations.

Key responsibilities

• Answer calls and emails promptly in a clear, friendly and courteous tone, and follow up on each request according to hotel standards
• Act as dispatcher for Royal Service, updating service requests and work orders and sending them to the right department
• Maintain the Royal Service software and use other systems such as the PMS, telephone system, fax and the Table Management System
• Keep telephone and switchboard equipment in good condition and maintain confidentiality
• Transcribe messages, input and retrieve them, and forward them to guests
• Handle guest requests such as plumbing problems and housekeeping, and confirm delivery with guests
• Receive and log wake-up call requests, deliver them at the requested time and log the information
• Serve as a liaison for guests' questions about F&B promotions, reservations, meeting rooms and lost & found items, and create amenities in the system for cross-charging
• Follow emergency procedures, stay calm during busy periods and follow safety and service policies

Required profile

• Previous role as a Telephone Operator is a must
• Fluent English; a secondary language is preferred
• Strong interpersonal and problem-solving skills, highly organised, responsible and reliable
• Ability to work under pressure in a fast-paced environment and to handle many tasks and guest requests
• Team player who focuses on guest needs and embraces the Fairmont brand

Required skills

• Computer literacy in Microsoft Windows applications
• Knowledge of the Opera Property Management System is an asset