Royal Service Agent - Telephone Operator

About the role

The Royal Service Agent – Telephone Operator provides professional, friendly, and engaging telephone and email support for guests and internal teams at Fairmont Fujairah Beach Resort.

Key responsibilities

• Consistently offer professional, friendly and engaging service to guests and internal staff.
• Process all external and internal calls and emails, redirecting or assisting as needed.
• Answer telephone calls and emails promptly, using a clear, courteous tone.
• Take ownership of requests, follow up according to hotel standards, and verify completion.
• Maintain knowledge of all departments, especially Housekeeping, Front Office and Engineering.
• Dispatch service requests through the Royal Service system to the appropriate department.
• Maintain and monitor the Royal Service software, PMS, telephone system and related equipment.
• Handle wake‑up call requests, log them accurately and ensure timely delivery.
• Log restaurant reservations, manage lost‑and‑found items and create amenities for cross‑charging.
• Provide information on F&B promotions, reservations, meeting rooms and other hotel services.

Required profile

• Previous experience as a Telephone Operator (mandatory).
• Outstanding guest service and verbal communication skills.
• Highly organized, reliable and able to work under pressure.
• Fluent in English; additional language preferred.
• Ability to handle multiple tasks and maintain confidentiality.

Required skills

• Proficiency with Microsoft Windows applications.
• Familiarity with Opera Property Management System (PMS) – an asset.