Royal Service Agent (Telephone Operator)
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Key skills for this role
About the Role
Fairmont The Palm seeks a Royal Service Agent to handle guest calls and requests, ensuring exceptional service. The role requires fluency in Arabic, previous telephone operator experience, and strong communication skills.
Key Skills for This Role
Responsibilities
- Process all external and internal calls and emails, redirecting or assisting as needed
- Answer telephone calls and emails promptly in a clear, friendly and courteous tone
- Take ownership of caller's request and ensure follow up according to hotel standards
- Act as dispatcher for security, guest services and other colleagues in operations
- Update Service Requests and work orders and dispatch to the right department
- Maintain and monitor the Royal Service software system
- Use available systems including PMS, telephone system, Royal Service, fax, etc.
- Maintain upkeep of all telephone and related equipment within the switchboard
- Maintain information confidentiality
- Transcribe messages and repeat information to verify accuracy
- Provide time and information in response to emergencies and guest requests
- Receive wake up call requests and deliver wake up calls at requested time
Requirements
- Fluency in Arabic language (speaking and writing)
- Previous role as a Telephone Operator
- Outstanding guest services skills and sophisticated verbal communication skills
- Computer literate in Microsoft Windows applications
- Knowledge of Opera Property Management System an asset
- Strong interpersonal and problem solving abilities
- Highly organized, responsible & reliable
- Ability to work well under pressure in a fast paced environment
- Ability to work cohesively as part of a team
- Ability to focus attention on guest needs, remaining calm and courteous
- Fluency in English, secondary language preferred
- Ability to handle a multitude of tasks and guest requests
Full Job Posting
Company Description
- Fairmont The Palm is a luxury resort on Palm Jumeirah Island, Dubai, with 391 rooms and suites, 11 F&B outlets, pool, beach, health club, spa, and kids' club.
Job Description
- Consistently offer professional, friendly and engaging service
- Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
- Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice.
- Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
- Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
- Act as dispatcher through Royal Service for security, guest services and other colleagues in operations.
- Update Service Requests and work orders and dispatch to the right department.
- Maintain and monitor the “Royal Service” software system and ensure that all services provided at Royal Service are always available and are carried out efficiently.
- Responsibly use all available systems including PMS, telephone system, Royal Service, fax, etc.
- Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
- Maintain information confidentiality.
- Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests.
Qualifications
- Fluency in Arabic language is a must, speaking and writing
- Previous role as a Telephone Operator is a must
- Must possess outstanding guest services skills and sophisticated verbal communication skills.
- Computer literate in Microsoft Windows applications required. Knowledge of Opera Property Management System an asset.
- Strong interpersonal and problem solving abilities.
- Highly organized, responsible & reliable.
- Ability to work well under pressure in a fast paced environment.
- Ability to work cohesively with fellow colleagues as part of a team.
- Ability to focus attention on guest needs, remaining calm and courteous at all times.
- Fluency in English, secondary language preferred.
- Must have the ability to handle a multitude of tasks and Guest requests.
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