Royal Service Agent


Job description / Role

At Fairmont Hotels & Resorts, ensuring the safety and wellbeing of our Colleagues, guests and visitors is an integral part of our operations. As a Royal Service Agent, your attentiveness, efficiency and commitment will ensure your hotel remains a safe, enjoyable workplace and travel destination.

Hotel Overview:

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Little Miss India, Frevo – Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Willow Stream Spa and the Fairmont Falcons Kids’ Club.

Your knowledge of the hotel and the technical skill you display when responding to Guest telephone calls will prove you truly are a Fairmont professional. As a Royal Service Agent, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.

Summary of Responsibilities:

Reporting to the Manager, Royal Service, responsibilities and essential job functions include but are not limited to the following:

– Consistently offer professional, friendly and engaging service
– Process all external and internal calls either by redirecting calls or assisting the caller
– 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
– Maintain and monitor the “Royal Service” software system
– Serve as a liaison for Guests requiring information relating to all aspects of the hotel
– Handle and distribute faxes, voice messages and written messages for internal and external Guests
– Have full knowledge of the hotel’s emergency procedures
– Follow department policies, procedures and service standards
– Follow all safety policies
– Other duties as assigned

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