Royal Services Agent

Fairmont Dubai At Fairmont Dubai, ensuring the safety and wellbeing of our Guests and visitors is an integral part of our operations. As a Royal Service Agent, your attentiveness and commitment to safe practices will facilitate enjoyable and memorable experiences for our Guests. Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following: Respond to all incoming calls complying with Accor standards and transfer them to the appropriate destination. Respond to all in house Guests’ requests and transmit the order to the corresponding dept for request to be treated complying with Accor standards. Log all requests and ensure follow up on all of them within standard delay. Log and treat wakeup call requests. Treat restaurant reservations requests in SPA soft and is aware of all ongoing promotions and events in the hotel. Maintain telephone extension lists updated. Arrange special deliveries and celebration of special occasions for our Guests. Participate in emergency procedures ensuring telephones are answered and coordinates communication till final evacuation. Handle emergency line and elevators emergency alarms. Receive and distribute faxes for Guests, apartment tenants and internal departments. Act in accordance with the standards, conforms to the policies and procedures of Accor. Possess full command of MFR, Opera and other Microsoft applications (necessary training will be provided). Cooperate, coordinate and communicate with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated. Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.

Minimum High School Diploma, Business School and / or Hotel School Diploma preferred. Must possess outstanding Guest services skills, professional presentation and sophisticated communication skills.  Proficient in the English language (verbal & written), Arabic speaking language is an asset. Full proficiency in all office procedures and clerical duties.  Strong knowledge of Microsoft Office and Opera an asset. Must be a strong team player, professional and enthusiastic with excellent organizational skills.  Must be able to work with multiple managers and prioritize tasks in an organized and self-efficient manner.  Be flexible on hours worked as dictated by business demands.

Respond to all incoming calls complying with Accor standards and transfer them to the appropriate destination. Respond to all in house Guests’ requests and transmit the order to the corresponding dept for request to be treated complying with Accor standards. Log all requests and ensure follow up on all of them within standard delay. Log and treat wakeup call requests. Treat restaurant reservations requests in SPA soft and is aware of all ongoing promotions and events in the hotel. Maintain telephone extension lists updated. Arrange special deliveries and celebration of special occasions for our Guests. Participate in emergency procedures ensuring telephones are answered and coordinates communication till final evacuation. Handle emergency line and elevators emergency alarms. Receive and distribute faxes for Guests, apartment tenants and internal departments. Act in accordance with the standards, conforms to the policies and procedures of Accor. Possess full command of MFR, Opera and other Microsoft applications (necessary training will be provided). Cooperate, coordinate and communicate with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated. Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.