Job Description

As a Royal Service Agent, you will be the voice of the hotel, responsible for handling all internal and external calls with efficiency, professionalism, and warmth. You will ensure guest requests are accurately recorded, followed up, and delivered promptly, creating a seamless and personalized experience.

Key Responsibilities

• Answer all incoming calls promptly, courteously, and professionally, following hotel standards.
• Handle guest inquiries, requests, wake-up calls, and complaints efficiently, ensuring proper follow-up.
• Coordinate with other departments to ensure guest needs are met in a timely manner.
• Maintain accurate records of calls, requests, and incidents.
• Promote hotel services, facilities, and loyalty programs during calls.
• Monitor and respond to emergency calls and situations, following the hotel’s safety procedures.
• Update guest profiles and preferences in the system to ensure personalized service.
• Operate the switchboard, paging, and communication systems effectively.
• Handle lost & found, messages, and information requests with confidentiality and accuracy.
• Uphold grooming, communication, and service standards at all times.

Qualifications

• Previous experience in a similar role within a luxury hotel is an advantage.
• Excellent telephone etiquette and communication skills.
• Strong multitasking, organizational, and problem-solving abilities.
• Service-oriented, with a warm and professional tone of voice.
• Proficiency in Opera or other PMS systems is preferred.
• Fluency in English is required; additional languages are an asset.
• Ability to remain calm under pressure and handle emergency calls effectively.

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