Royal Service Agent

Roles and responsibilities

• Handle incoming calls, emails, and messages promptly and professionally, offering exceptional service to both Arabic and non-Arabic speaking guests.
• Act as a liaison between guests and internal departments (e.g., housekeeping, engineering, F&B) to ensure guest requests are fulfilled efficiently.
• Address guest concerns or complaints with professionalism, escalating issues to management when necessary.
• Assist guests with reservations, inquiries, and recommendations for dining, transportation, and activities within and outside the property.
• Maintain accurate records of guest requests, complaints, and feedback using the property’s service management system.
• Coordinate special guest arrangements such as VIP services, in-room amenities, and personalized experiences.
• Ensure all guest requests are followed up and closed satisfactorily within the expected timeline.
• Provide translation assistance for Arabic-speaking guests when required.
• Ensure adherence to company policies, procedures, and service standards at all times.
  

Qualifications

• • Previous experience in a front office, guest service, or call center role within the hospitality industry is preferred.
  • Fluent in Arabic (spoken and written) and English.
  • Additional languages are a plus.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and attention to detail.
  • Ability to multitask and remain calm under pressure.

  • Exceptional Customer Service:

    • The ability to offer personalized, attentive service that exceeds guest expectations, demonstrating empathy and discretion.

  • Attention to Detail:

    • Being highly observant and responsive to guests' needs, ensuring that nothing is overlooked, whether it’s a request for a specific room arrangement or a preference for a particular type of beverage.

  • Problem-Solving Skills:

    • The ability to handle challenging situations calmly and effectively, turning potential issues into positive experiences for guests.

  • Strong Communication Skills:

    • Excellent verbal and written communication skills to engage with guests, understand their needs, and relay information clearly to other departments.
    • The ability to work in a fast-paced, dynamic environment while maintaining clarity in communication.

  • Multitasking:

    • The ability to manage multiple guest requests simultaneously while maintaining high standards of service and organization.

  • Discretion and Confidentiality:

    • Given the potential privacy of guests, especially VIPs, maintaining confidentiality is crucial. The ability to handle sensitive information with discretion is essential.

  • Cultural Sensitivity:

    • Understanding the diverse backgrounds and preferences of guests and adjusting service delivery accordingly to ensure inclusivity and respect for all guests.

  • Technical Skills:

    • Familiarity with hotel management software and tools, such as property management systems (PMS), reservation systems, and communication tools.
    • Ability to use mobile applications or other digital platforms to manage guest services and requests.

  • Patience and Composure:

    • Maintaining calm and professionalism even in stressful or high-pressure situations.

Desired candidate profile

• Guest Service Excellence:

  • Providing personalized, high-quality service to guests at all times, ensuring they feel valued and attended to.
  • Responding to guest inquiries, concerns, and requests with efficiency and courtesy, typically going above and beyond normal expectations.

• Handling Special Requests:

  • Taking care of special or unique requests from guests, which may include arranging transportation, special dining experiences, spa appointments, or other luxury services.
  • Anticipating the needs of guests and proactively offering services or recommendations to enhance their stay.

• VIP Services:

  • Offering exclusive services to VIP guests, celebrities, or high-profile individuals. This may involve coordinating private events, organizing customized itineraries, or managing more complex requests.
  • Maintaining confidentiality and professionalism when dealing with high-profile guests.

• Problem Resolution:

  • Addressing and resolving guest complaints or issues promptly and effectively, ensuring guest satisfaction is maintained.
  • Ensuring that any service shortfalls are rectified quickly to preserve the guest experience.

• Collaborating with Other Departments:

  • Working closely with other hotel or resort departments, such as housekeeping, front desk, concierge, and security, to ensure seamless service for guests.
  • Coordinating with team members to fulfill guests' special requests and ensure smooth operations.

• Maintaining High Standards of Service:

  • Following the organization's standards of service delivery, including attention to detail and ensuring all guest interactions are handled with the utmost professionalism and discretion.
  • Keeping track of guest preferences and personalizing services for repeat visits, ensuring a bespoke and memorable experience.