Royal Service Agent

About the role

The Royal Service Agent is responsible for delivering all telecommunications services within Sofitel Dubai the Obelisk, ensuring the highest level of guest satisfaction in line with hotel standards.

Key responsibilities

• Process all incoming and outgoing calls accurately and courteously.
• Maintain smooth internal telecommunication according to Sofitel standards.
• Record and control wake‑up calls and bill call costs.
• Assist guests with international calls, directory queries and personalize calls by name.
• Page staff members when requested and handle guest requests promptly.
• Uphold guest privacy and report complaints to the Telephone Supervisor.
• Follow emergency procedures for fire, bomb scares and other critical situations.
• Report switchboard equipment defects and keep the work area clean.
• Maintain detailed knowledge of the hotel’s fire, life and safety systems and adhere to OH&S policies.

Required profile

• Experience in hotel or hospitality telecommunications.
• Familiarity with Sofitel service standards and guest privacy principles.
• Ability to manage emergency protocols and safety procedures.
• Strong attention to detail for call billing, wake‑up calls and record keeping.

Required skills

• Switchboard operation

What we offer

• Opportunity to work in a prestigious five‑star hotel in the heart of Dubai.
• Dynamic team environment focused on guest excellence.