Royal Service Agent

About the role

We are looking for a Royal Service Agent to manage all guest telecommunications at Sofitel Dubai the Obelisk. The role ensures seamless phone service, supports guest requests, and upholds the hotel’s high standards of hospitality.

Key responsibilities

• Process all incoming and outgoing calls accurately and courteously.
• Maintain smooth internal telecommunication in line with Sofitel standards.
• Record and manage wake‑up calls and assist guests with international calls and directory queries.
• Handle guest privacy, report complaints, and bill call costs.
• Follow emergency procedures for fire, bomb scare, or other critical situations.
• Report switchboard equipment defects and keep the work area clean.
• Maintain knowledge of the hotel’s fire, life and safety systems and adhere to OH&S policies.

Required profile

• Strong written and verbal English communication skills.
• Ability to build rapport with colleagues, management, and guests.
• Team‑oriented mindset with calm, courteous demeanor under pressure.
• Good judgment when dealing with difficult guests and multicultural environment.
• Secondary education or relevant hotel management qualification.
• Minimum one year of relevant experience in a four‑ or five‑star hotel.