Royal Service Agent - Telephone Operator

Join a dynamic team at Fairmont Fujairah Beach Resort, nestled among the Al Hajar Mountains, and be part of a network of 90 spectacular properties globally.

As a Royal Service Agent - Telephone Operator, you will consistently offer professional, friendly, and engaging service, process external and internal calls and emails, and provide information to guests.

Key responsibilities:

• Answer telephone calls and emails promptly, addressing callers and senders in a clear, friendly, and courteous tone
• Take ownership of caller's requests and ensure follow-up according to hotel standards
• Have sufficient working knowledge of all departments, particularly 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
• Use various systems, including PMS, telephone system, Royal Service, and fax
• Maintain equipment upkeep and information confidentiality
• Transcribe messages, repeat information to verify accuracy, and forward messages to guests
• Provide time and information in response to emergencies and guest requests
• Serve as a liaison for guests requiring information on hotel aspects, such as F&B promotions and reservations
• Receive and log restaurant reservations requests
• Maintain communication with guests regarding lost and found items
• Create amenities in the system for efficient delivery and cross-charging
• Have full knowledge of hotel emergency procedures and remain calm during emergencies
• Promote a service-driven, results-driven work environment
• Follow department policies, procedures, and service standards
• Follow all safety policies and promote a safe work environment

Qualifications:

• Previous role as a Telephone Operator is a must
• Outstanding guest services skills and sophisticated verbal communication skills
• Computer literacy in Microsoft Windows applications required
• Knowledge of Opera Property Management System an asset
• Strong interpersonal and problem-solving abilities
• Highly organized, responsible, and reliable
• Ability to work well under pressure and cohesively with colleagues
• Fluency in English, with a secondary language preferred