Accor Hotels Ajman, UAE is looking to hire suitably skilled and devoted candidate for role of Royal Service Agent. The role holder is tasked with providing exceptional customer service, handling guest inquiries and requests, and ensuring a memorable and personalized experience for each guest.

Responsibilities of Royal Service Agent

• Responds to all incoming calls complying with Fairmont standards, and transfers them to the appropriate destination.
• Takes full accountability for all internal and external guest requests, transmitting the information to the responsible department.
• Logs all requests and ensures timely follow up to ensure a seamless service experience for guests.
• Ensures all wake up calls are accurately logged and executed.
• Ensures that all telephone extension lists are maintain and updated regularly.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
• Handles emergency line and elevators emergency alarms, working alongside Engineering to schedule regular maintenance checks.
• Receives and distributes faxes, voice messages and written messages for guests and internal departments.
• Possesses a full command of the systems needed to deliver the Royal Service experience (necessary training will be provided).
• Maintains knowledge of all facilities, services and promotions in order to respond confidently and effectively to inquiries.
• Proactively works with other teams as part of a guest-centric community, caring for guests and colleagues alike.
• To be ambassadors, leaving lasting impressions for our guests.
• Use natural talents to connect with the guest and create a memorable experience.
• Committed to evolving our service based on regular feedback, thus ensuring consistent deliverance of a personalized guest experience.

Requirements of Royal Service Agent

• High school diploma/Secondary education in relevant field like hospitality.
• 2-3 years of experience in the relevant field.

Skills and Knowledge Desired

• Excellent command of English and confidence in communication skills
• Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties.
• Must be able to work well under pressure in a fast paced and constantly changing environment.
• Must be a strong team player, professional and motivated with excellent organizational skills.
• Knowledge of Opera PMS, Fairmont Service Systems, MS Outlook, Word, PowerPoint and Excel an asset.

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