Royal Service Agent - Telephone Operator

About the role

The Royal Service Agent provides professional, friendly, and engaging telephone and email support for guests and internal teams at Fairmont Fujairah Beach Resort. You will act as the central point of contact, ensuring requests are routed correctly and resolved promptly.

Key responsibilities

• Answer all external and internal calls and emails with a courteous tone.
• Redirect or assist callers, taking ownership of each request and following up according to hotel standards.
• Dispatch security, guest services, and operational teams through the Royal Service system.
• Update service requests, work orders, and ensure they reach the appropriate department.
• Maintain and monitor the Royal Service software, PMS, telephone system, fax, and switchboard equipment for optimal efficiency.
• Transcribe, input, and forward messages accurately, preserving confidentiality.
• Handle emergency information, wake‑up call requests, and guest inquiries about F&B promotions, reservations, and meeting rooms.
• Log restaurant reservations into the Table Management System.

Required profile

• Strong knowledge of hotel departments, especially Housekeeping, Front Office, and Engineering.
• Ability to work with multiple hotel systems and maintain high service standards.
• Excellent communication skills with a clear, friendly, and courteous tone.
• Commitment to information confidentiality and accurate record‑keeping.

Required skills

• Property Management System (PMS) usage.
• Royal Service software operation.
• Telephone switchboard management.
• Fax handling.
• Table Management System for restaurant reservations.