Royal Service Agent – Telephone Operator

About the role

The Royal Service Agent works at Fairmont Fujairah Beach Resort to provide professional, friendly and engaging telephone and email support for guests and internal teams. You will be the first point of contact, ensuring every request is handled promptly and according to the hotel’s high standards of luxury service.

Key responsibilities

• Answer all external and internal telephone calls and emails in a courteous tone.
• Redirect or assist callers and senders, taking ownership of each request.
• Maintain up‑to‑date knowledge of Housekeeping, Front Office and Engineering departments.
• Act as dispatcher through the Royal Service system for security, guest services and operational colleagues.
• Update service requests, create work orders and assign them to the appropriate department.
• Monitor and maintain the Royal Service software to ensure continuous availability.
• Use the Property Management System (PMS), telephone system and fax equipment efficiently.
• Keep telephone equipment in optimal condition and ensure confidentiality of all information.
• Transcribe, verify and forward messages accurately, following up on guest requests such as plumbing or housekeeping issues.

Required profile

• Strong communication skills with a friendly and professional demeanor.
• Ability to work under pressure while maintaining attention to detail.
• Good knowledge of hotel operations, especially Housekeeping, Front Office and Engineering.

Required skills

• Property Management System (PMS)
• Royal Service software
• Telephone system operation