Royal Service Agent - Telephone Operator

About the role

The Royal Service Agent – Telephone Operator will be the first point of contact for guests and internal staff at Fairmont Fujairah Beach Resort, handling calls, emails and service requests through the Royal Service platform.

Key responsibilities

• Process all external and internal telephone calls and emails, answering in a clear, friendly and courteous manner.
• Dispatch service requests and work orders to the appropriate department (Housekeeping, Front Office, Engineering, Security).
• Maintain and monitor the Royal Service software, ensuring services are available and efficiently executed.
• Operate and upkeep telephone switchboard equipment, fax and related systems.
• Use PMS, telephone system and other hotel applications to log and retrieve messages.
• Ensure confidentiality of information and accurately transcribe messages.

Required profile

• Minimum of 1 month experience in a similar telephone or guest service role.
• Good knowledge of hotel departments, especially Housekeeping, Front Office and Engineering.
• Ability to take ownership of guest requests and follow up according to hotel standards.
• Strong attention to detail and commitment to confidentiality.

Required skills

• Microsoft Windows applications
• Table Management System
• PMS (Property Management System)
• Opera Property Management System
• Telephone system
• Fax