Royal Service Supervisor

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Willow Stream Spa and the Fairmont Falcons Kids’ Club.

Royal Service Supervisor

Are you a service professional with excellent organizational, analytical, and motivational skills? Lead our team of Royal Service Agents who are at the heart of our communication system; experts in all areas able to manage the call center functions and provide seamless service to our Guests and Colleagues

Summary of Responsibilities:
• Consistently offer professional, friendly and engaging service.
• Lead and supervise all aspects of the Royal Service department and ensure all service standards are followed.
• Provides support to Royal Service Manager and other departments in daily operations.
• Assists in conducting weekly and monthly analysis of the Guest Feedback reports through Guest Satisfaction System and online Channels.
• Assists in analyzing RSM tickets breakdown and monthly trends.
• Train, lead, guide and direct the efforts of the Royal Service Agents.
• Consistently offer friendly, proactive and engaging service.
• Supervise the “Royal Service” software system and ensure that all services provided at Royal Service are always available and are carried out efficiently.
• Supervise the responsible 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.
• Monitor and ensure that all calls from guestrooms and administration areas are charged and posted to guest folios and City Ledgers (when applicable).
• Resolve complications and complaints such as missed wake-up calls or missed messages, using previous experience and good judgment.
• Maintain information confidentiality.
• Attend regularly scheduled departmental meeting.
• Schedule colleagues in accordance with the departmental budget.
• Balance operational and Colleague needs.
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.
• Maintaining the communication with the guests regarding the lost and 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