Royal Service Agent

About the role

The Royal Service Agent will manage all telecommunications services at Sofitel Dubai the Obelisk, ensuring the highest level of guest satisfaction in line with hotel standards. This onsite position involves handling incoming and outgoing calls, wake‑up requests, and supporting guests with international calls and directory queries.

Key responsibilities

• Process all incoming and outgoing calls accurately and courteously.
• Maintain smooth internal telecommunication according to Sofitel standards.
• Record and control wake‑up calls and assist guests with international calls.
• Handle guest privacy, report complaints, and bill call costs.
• Adhere to emergency procedures for fire, bomb scare, and other critical situations.
• Report switchboard equipment defects and maintain a clean work environment.
• Stay knowledgeable about the hotel’s fire, life, and safety systems and follow OH&S policies.

Required profile

• Excellent written and verbal communication skills in English.
• Ability to develop rapport with colleagues, management, and guests.
• Team‑player with a calm, courteous attitude under pressure.
• Good judgment when dealing with difficult guests.
• Comfortable working in a multicultural environment.