Royal Service Agent (Telephone Operator - Arabic Speaker)

About the role

We are seeking a proactive Royal Service Agent to handle telephone and email communications for guests at Fairmont The Palm in Dubai. The role requires fluency in Arabic and English and a strong focus on delivering courteous, efficient service.

Key responsibilities

• Process all external and internal calls and emails, redirecting or assisting as needed.
• Maintain and monitor the Royal Service software system, ensuring timely dispatch of service requests.
• Act as a liaison for guests, providing information on F&B promotions, reservations, and other hotel services.
• Receive and log wake‑up call requests, restaurant reservations, and lost‑and‑found items.
• Update work orders, dispatch them to the appropriate department, and follow up on completion.
• Ensure confidentiality of guest information and adhere to hotel emergency procedures.

Required profile

• Fluency in Arabic (speaking and writing) – mandatory.
• Previous experience as a Telephone Operator.
• Outstanding guest service and verbal communication skills.
• Computer literate with proficiency in Microsoft Windows applications.
• Ability to work under pressure in a fast‑paced environment.
• Fluency in English; additional languages are a plus.

Required skills

• Microsoft Windows applications
• Opera Property Management System (PMS) – asset