Company Description

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Job Description

As a Royal Services Agent at Fairmont Doha, you are the heart of the guest communication experience. Responsible for handling all internal and external calls with warmth, professionalism, and efficiency, you will be the voice of the hotel, ensuring seamless communication between guests and all hotel departments. Your role also includes responding to guest requests, coordinating service delivery, and ensuring timely follow-ups in line with Fairmont’s luxury service standards.

Key Responsibilities

• Answer all incoming calls promptly, courteously, and professionally using the hotel’s established telephone etiquette.
• Handle guest requests and inquiries, ensuring accurate logging and follow-up via appropriate platforms (e.g., Royal Service Manager system).
• Monitor all guest requests to ensure timely and efficient service delivery, liaising with relevant departments when necessary.
• Act as a central point of communication for emergencies, coordinating and dispatching assistance as per hotel safety protocols.
• Manage wake-up call requests and ensure accuracy and punctuality.
• Log guest preferences, service interactions, and incidents in the appropriate systems (e.g., Opera PMS, Royal Service Manager).
• Maintain confidentiality of guest information and hotel data at all times.
• Support in-room dining orders and other guest-facing service coordination as needed.
• Ensure guest satisfaction through proactive communication and ownership of the guest experience.
  
  

Qualifications

Qualifications:

• Previous experience in a Front Office, Royal Services, or Call Center role in a luxury hotel is an asset.
• Excellent communication skills in English; additional languages (especially Arabic, French, or Russian) are an advantage.
• Strong computer literacy and familiarity with Opera PMS and Royal Service Manager (or similar systems).
• Polished telephone etiquette and a calm, courteous demeanor under pressure.
• Passion for delivering exceptional guest service and exceeding expectations.
• Ability to multitask, prioritize, and remain composed in a fast-paced environment.