Royal Services Agent

About the role

Fairmont Dubai, a luxury hotel in the business heart of the city, is looking for a Royal Services Agent. The role reports to the Front Office Manager and focuses on guest requests, communications and emergency procedures, contributing to the safety and wellbeing of guests and visitors. Candidates are asked to complete a questionnaire with their partner AssessFirst shortly after applying.

Key responsibilities

• Answer all incoming calls in line with Accor standards and transfer them to the right destination
• Handle guest requests, log them and follow up within the standard delay; treat wakeup calls and restaurant reservation requests
• Maintain telephone extension lists and arrange special deliveries and celebrations for guests
• Take part in emergency procedures, answer phones and coordinate communication until final evacuation, and handle emergency lines and elevator alarms
• Receive and distribute faxes for guests, apartment tenants and internal departments
• Act in line with Accor standards, policies and procedures
• Cooperate with all departments to maintain high guest service levels

Required profile

• Minimum high school diploma; business school or hotel school diploma preferred
• Outstanding guest service skills, professional presentation and sophisticated communication skills
• Full command of English; Arabic-speaking is an asset
• Strong knowledge of Microsoft Office and Opera is an asset
• Team player with excellent organisational skills, able to work with multiple managers and prioritise tasks
• Flexible on hours as dictated by business demands

Required skills

• Proficiency in MFR, Opera and other Microsoft applications (training provided)
• Full command of English (verbal and written)

What we offer

• Learning programmes through the Academies
• Career development with national and international promotion opportunities
• Discounted rates at Accor properties worldwide for staff and families, plus dining and wellness discounts