Royal Service Ambassador

4 weeks ago


Al Fujairah City, Fujairah, United Arab Emirates Accor Full time
Job Title: Royal Service Agent

We are seeking a highly skilled and customer-focused Royal Service Agent to join our team at Accor. As a key member of our front desk team, you will be responsible for delivering exceptional service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities:
  • Provide Exceptional Service: Consistently offer professional, friendly, and engaging service to our guests, ensuring their needs are met and exceeded.
  • Manage Guest Communications: Process all external and internal calls and emails, either by redirecting or assisting the caller/sender, and promptly answer telephone calls and emails in a clear, friendly, and courteous tone.
  • Take Ownership: Take ownership of the caller's request and ensure follow-up according to our hotel's standards, maintaining confidentiality and discretion when handling sensitive information.
  • Stay Informed: Have a sufficient working knowledge of all departments, particularly Housekeeping, Front Office, and Engineering, to provide accurate information and assistance to our guests.
  • Dispatch and Update: Act as a dispatcher through Royal Service for security, guest services, and other colleagues in operations, updating Service Requests and work orders and dispatching to the right department.
  • System Maintenance: Maintain and monitor the Royal Service software system, ensuring all services provided at Royal Service are always available and carried out efficiently.
  • Equipment Maintenance: Responsible for the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
  • Confidentiality: Maintain information confidentiality and transcribe complete messages and repeat information to verify accuracy, inputting and retrieving messages to/from the computer.
  • Emergency Response: Provide time and information in response to emergencies and guest requests, such as plumbing problems, housekeeping requests, etc., verifying with guests after a reasonable pre-set time whether the request has been delivered.
  • Wake-Up Calls: Receive wake-up call requests from guests, repeat information back to the caller as it is taken, accurately and expediently log/input information, and deliver wake-up calls at the requested time.
  • Guest Liaison: Serve as a liaison for guests requiring information relating to all aspects of the hotel, such as F&B promotions, Reservations, meetings rooms, etc.
  • Table Management: Receive and log into the Table Management System restaurant reservations requests with all required information.
  • Lost and Found: Maintain communication with guests regarding lost and found items, creating amenities in the system for efficient delivery and cross-charging.
  • Emergency Procedures: Have full knowledge of the hotel's emergency procedures, remaining calm and polite during emergency situations and/or heavy hotel activity.
  • Service Driven Environment: Promote and lead a service-driven, results-driven work environment, following department policies, procedures, and service standards, and all safety policies to promote a safe work environment.

We are looking for a highly motivated and customer-focused individual who is passionate about delivering exceptional service and ensuring our guests have an unforgettable experience. If you are a team player with excellent communication skills and a strong work ethic, we encourage you to apply for this exciting opportunity.



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