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    Royal Service Agent - Dubai, United Arab Emirates - fairmont hotel dubai

    fairmont hotel dubai
    fairmont hotel dubai Dubai, United Arab Emirates

    1 day ago

    Default job background
    Description
    • Consistently offer professional, friendly and engaging service
    • Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
    • Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice.
    • 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.
    • 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 and ensure that all services provided at Royal Service are always available and are carried out efficiently.
    • Responsibly use all available systems including PMS (Property Management System), telephone system, Royal Service, fax, etc.
    • Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
    • Maintain information confidentiality.
    • Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests.
    • Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels.
    • Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time.
    • Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.
    • Receives and logs into the Table Management System the restaurant reservations requests with all information required.
    • Maintaining the communication with the guests regarding the lost & found items.
    • Creating amenities in the system for the efficient delivery and cross charging.
    • Have full knowledge of the hotel's emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
    • Promotes and leads a service driven, results driven work environment.
    • Follow department policies, procedures and service standards.
    • Follow all safety policies and promotes a safe work environment.
    • Other duties as assigned.

    Qualifications

    • Proficient in the English language (verbal & written), second language is an asset
    • Previous customer related experience an asset
    • Must possess outstanding guest services skills and sophisticated verbal communication skills
    • Computer literate in Microsoft Window applications required
    • Prior experience working with Opera or a related system an asset
    • Strong interpersonal and problem solving abilities
    • Highly responsible & reliable
    • Ability to work well under pressure in a fast paced environment
    • Ability to work cohesively with fellow colleagues as part of a team
    • Flexibility to work weekends and holidays as needed
    • Ability to focus attention on guest needs, remaining calm and courteous at all times
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