Royal Service Agent - Arabic Speaker

Fairmont Bab Al Bahr, a 5-star Abu Dhabi beach resort, is seeking a Royal Service Agent (Arabic Speaker) to deliver exceptional and personalized service to guests. The successful candidate will serve as the primary point of contact for guests, handling requests, inquiries, reservations, and service recovery.

Responsibilities:

• Respond professionally and courteously to 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 various 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

Qualifications:

• 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

Additional Requirements:

• Fluent in Arabic and English (spoken and written)
• Excellent verbal and written communication skills
• Strong customer service orientation with a passion for luxury hospitality
• Ability to multitask and manage high call volumes in a fast-paced environment
• Effective problem-solving and conflict-resolution skills
• Strong organizational and time-management abilities
• Ability to remain calm and professional under pressure