Royal Service Agent (Telephone Operator – Russian Speaker)

About the role

The Royal Service Agent provides professional telephone and guest support for Fairmont The Palm, ensuring seamless communication and prompt service for Russian‑speaking guests.

Key responsibilities

• Answer and redirect external and internal calls and emails with a courteous tone.
• Dispatch requests via the Royal Service system to housekeeping, front office, engineering and security.
• Maintain and monitor the Royal Service software, PMS, telephone equipment and related systems.
• Log wake‑up calls, reservations, lost‑and‑found items and amenities in the appropriate systems.
• Provide information on F&B promotions, meetings, and other hotel services.
• Follow emergency procedures, ensure confidentiality and perform follow‑ups on guest requests.

Required profile

• Fluency in Russian and English (spoken and written).
• Previous experience as a telephone operator in a hotel or similar environment.
• Strong guest service orientation and excellent verbal communication.
• Highly organized, reliable and able to work under pressure.

Required skills

• Proficiency with Microsoft Windows applications.
• Knowledge of Opera Property Management System (preferred).
• Experience using telephone switchboard and Royal Service dispatch software.