Royal Services Agent

About the role

The Royal Services Agent supports guest safety and satisfaction at Fairmont Dubai. Reporting to the Front Office Manager, the role handles guest communications, requests and emergency procedures to ensure memorable experiences.

Key responsibilities

• Answer incoming calls and route them according to Accor standards.
• Process guest requests, wake‑up calls, restaurant reservations and special deliveries, logging and following up within standard timeframes.
• Manage telephone extension lists and fax distribution for guests and internal departments.
• Participate in emergency procedures, handling emergency lines, elevator alarms and coordinating communication until evacuation is complete.
• Coordinate with all hotel departments to maximize guest service quality and revenue.
• Maintain knowledge of hotel facilities, services and promotions to respond confidently to inquiries.

Required profile

• Minimum High School Diploma; Business or Hotel School diploma preferred.
• Excellent guest service skills, professional presentation and strong communication in English; Arabic is an asset.
• Ability to work flexible hours, prioritize tasks and collaborate with multiple managers.

Required skills

• Proficiency with Opera property management system.
• Working knowledge of MFR and Microsoft Office applications.
• Ability to use other Microsoft applications as required.

What we offer

• Learning programs through Accor Academies to develop hospitality skills.
• Career development with national and international promotion opportunities.
• Employee discounts on Accor worldwide stays, dining and wellness services.
• Participation in corporate social responsibility initiatives.