Royal Service Agent

Company Description

Fairmont Bab Al Bahr is a 5-star Abu Dhabi beach resort with a stunning setting on Abu Dhabi Creek. Our luxurious urban hideaway offers unparalleled panoramas over the glittering white‑marble minarets of iconic Sheikh Zayed Grand Mosque. Alongside exquisite restaurants and bars, Fairmont Abu Dhabi boasts 366 spacious rooms, suitesand a villa. Designed with discerning business and leisure guests in mind, our incomparable facilities include a private beach, pool, meeting rooms, and a magnificent ballroom for lavish celebrations.

• Respond to all guest requests in a timely and professional manner
• Coordinate and relay guest requests using the Royal Service system
• Monitor, update, and manage requests within the Royal Service platform
• Ensure all logged requests are tracked, actioned, and closed in accordance with hotel standards
• Provide accurate information regarding hotel facilities, services, and amenities
• Actively promote hotel outlets, including restaurants and other facilities
• Build and maintain strong working relationships with all departments, particularly Housekeeping, Front Office, and Engineering
• Record all guest interactions accurately and follow up within the established service timelines
• Maintain clear and effective communication within the Royal Service team and across departments
• Support guests with in-room communication tools and ensure proper setup and functionality
• Receive, manage, and distribute voice messages, faxes, and written correspondence for guests
• Demonstrate full knowledge of hotel emergency procedures and act accordingly
• Uphold health, safety, and security standards to maintain a safe working environment

• 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
• 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