Royal Service Agent – Telephone Operator (Russian Speaker)

About the role

The Royal Service Agent provides professional telephone and email support for guests and internal departments at Fairmont The Palm, a luxury resort in Dubai. The role requires fluency in Russian and English and focuses on delivering prompt, courteous service while managing a range of guest requests.

Key responsibilities

• Answer and redirect external and internal calls and emails, ensuring clear and friendly communication.
• Dispatch service requests to appropriate departments (housekeeping, front office, engineering) using the Royal Service software.
• Maintain telephone equipment, update work orders, and ensure confidentiality of information.
• Handle wake‑up calls, lost‑and‑found inquiries, and emergency notifications.
• Log restaurant reservations and coordinate amenities for cross‑charging.

Required profile

• Fluent in Russian and English (spoken and written).
• Previous experience as a telephone operator.
• Strong guest service orientation and ability to work under pressure.
• Highly organized, reliable, and able to collaborate with team members.

Required skills

• Proficiency with Microsoft Windows applications.
• Knowledge of Opera Property Management System (asset).
• Familiarity with telephone systems and Royal Service dispatch software.