Royal Service Agent

2 weeks ago


Doha, Baladīyat ad Dawḩah, Qatar Fairmont Hotels & Resorts Full time

The Royal Service Agent is the heart beat ofthe hotel operation. They will process all external and internalcalls either by redirecting calls or assisting the caller. TheRoyal Service Agent will take ownership of the caller'srequest and ensure follow up according to the hotel'sstandards. To serve as a liaison for guests requiring informationrelating to all aspects of the hotel. To maintain theHotel's telephone system and assisting all external andinternal guests in operating the telephone system.

  • Handle all guest requests promptlyand efficiently
  • Communicate internal andexternal guest requests via "Royal Service"software
  • Maintain and monitor the"Royal Service" softwaresystem
  • Ensure all requests logged in"Royal Service" software are followed upaccording to the hotel'sstandards
  • Provide information on hotelservices
  • Promote internal outlets(Restaurants...)
  • Have a sufficientworking knowledge of all departments, in particular Housekeeping,Front Office and Engineering
  • Maintain anexcellent relationship with all departments, in particularHousekeeping, Front Office andEngineering
  • Maintain accurate records of allinternal and external guest requests and follow-up with thenecessary department and/or guests in the pre-determined timeframe
  • Maintain excellent communication withinthe Royal Service department as well as with all otherdepartments
  • Provide guests with in roomcommunication tools and ensure correct setup
  • Handle and distribute faxes, voice messagesand written messages for internal and externalguests
  • Have full knowledge of thehotel's emergency procedures
  • Maintaina safe working environment
  • Assist Front Officewith administrative duties asrequired
  • Participate inmeetings

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