Royal Service Agent - Arabic Speaker

Fairmont Bab Al Bahr - Abu Dhabi The Royal Service Agent (Arabic Speaker) serves as the primary point of contact for guests, delivering exceptional and personalized service through all communication channels. The role is responsible for handling guest requests, inquiries, reservations, internal communications, and service recovery while ensuring a seamless luxury guest experience. The Royal Service Agent must demonstrate excellent communication skills in both Arabic and English, strong problem-solving abilities, and a genuine passion for hospitality. Respond professionally and courteously to all guest calls, emails, and service requests. Provide personalized assistance and information regarding hotel facilities, dining venues, spa services, transportation, and local attractions. Ensure all guest requests are accurately recorded and followed through to completion. Maintain detailed knowledge of hotel services, promotions, and operating hours. Anticipate guest needs and exceed expectations through proactive service. Act as the central communication hub between guests and operational departments. Coordinate with Housekeeping, Engineering, Food & Beverage, Concierge, Security, and other departments to ensure prompt service delivery. Monitor guest requests through the hotel's property management and service management systems. Follow up on outstanding requests and ensure timely completion. Handle guest complaints and concerns efficiently, professionally, and empathetically. Take ownership of guest issues and coordinate solutions to achieve guest satisfaction. Escalate complex matters to supervisors or managers when necessary. Maintain accurate records of guest interactions and service recovery actions. Assist guests with restaurant reservations, transportation arrangements, wake-up calls, and special requests. Support room reservations and internal bookings as required. Promote hotel facilities and services to maximize guest engagement and revenue opportunities. Maintain accurate logs and records of all communications and guest requests. Ensure adherence to hotel standards, policies, and procedures. Prepare reports and documentation as required by management. Support operational projects and initiatives within the Front Office department.

Diploma or Bachelor's Degree in Hospitality Management, Tourism, Business Administration, or related field. Minimum 1-2 years of experience in a luxury hotel, guest services, call center, front office, or customer service role. Experience with luxury hospitality brands preferred. Previous experience in Royal Service, Guest Relations, Front Desk, or Telephone Operations is an advantage.

The Royal Service Agent (Arabic Speaker) serves as the primary point of contact for guests, delivering exceptional and personalized service through all communication channels. Handles guest requests, inquiries, reservations, internal communications, and service recovery while ensuring a seamless luxury guest experience. Responds professionally to all guest calls, emails, and service requests. Provides personalized information regarding hotel facilities, dining venues, spa services, transportation, and local attractions. Maintains knowledge of hotel services, promotions, and operating hours. Anticipates guest needs and exceeds expectations through proactive service. Acts as the central communication hub between guests and operational departments; coordinates with Housekeeping, Engineering, Food & Beverage, Concierge, Security, and other departments. Monitors guest requests through the property management and service management systems; follows up to ensure timely completion. Handles guest complaints and concerns professionally and empathetically; takes ownership and escalates complex matters when necessary. Maintains accurate records of guest interactions and service recovery actions. Assists guests with restaurant reservations, transportation, wake-up calls, and special requests; supports room reservations and internal bookings as required. Promotes hotel facilities and services to maximize guest engagement and revenue opportunities. Maintains logs and records of all communications and guest requests; ensures adherence to hotel standards, policies, and procedures. Prepares reports and documentation as required by management. Supports operational projects and initiatives within the Front Office department.