Middle East Jobs, Careers, Vacancies: Royal Services Agent, Fairmont, Doha, Qatar

Responsibilities

The Royal Service Agent is the heart beat of the hotel operation. They will process all external and internal calls either by redirecting calls or assisting the caller. The Royal Service Agent will take ownership of the caller’s request and ensure follow up according to the hotel’s standards. To serve as a liaison for guests requiring information relating to all aspects of the hotel. To maintain the Hotel’s telephone system and assisting all external and internal guests in operating the telephone system.

Handle all guest requests promptly and efficiently
Communicate internal and external guest requests via “Royal Service” software
Maintain and monitor the “Royal Service” software system
Ensure all requests logged in “Royal Service” software are followed up according to the hotel’s standards
Provide information on hotel services
Promote internal outlets (Restaurants…)
Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
Maintain an excellent relationship with all departments, in particular Housekeeping, Front Office and Engineering
Maintain accurate records of all internal and external guest requests and follow-up with the necessary department and/or guests in the pre-determined time frame
Maintain excellent communication within the Royal Service department as well as with all other departments
Provide guests with in room communication tools and ensure correct set up
Handle and distribute faxes, voice messages and written messages for internal and external guests
Have full knowledge of the hotel’s emergency procedures
Maintain a safe working environment
Assist Front Office with administrative duties as required
Participate in meetings

Qualifications

Fluency in English required (verbal & written)
Strong telephone skills
Excellent telephone manners, telephone voice
Strong typing and clerical skills, organized and detail oriented
Strong interpersonal skills and English communication skills
A hospitality diploma is an asset
Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and Windows, MS Office Suite an asset
Prior experience in customer service an asset
A passion for guest service
Excellent team spirit
Ability to handle many conflicting priorities at any given time
Able to work well under pressure
Must be willing to work shifts (incl. Night shifts)
Knowledge of a third language an asset

https://careers.accor.com/global/en/job/ACCOGLOBAL22003736ENGLOBAL/Royal-Services-Agent-Fairmont-Doha?utm_source=indeed&utm_medium=phenom-feeds

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