We are looking to grow our team and engage a highly motivated and passionate Royal Service Agent To deliver service excellence for our guests during moments of contact by offering a friendly, timely, uncomplicated response to any request. We are committed to problem-solving, ownership, guest satisfaction and team work and live to our mission of Turning Moments into Special memories for our guests.
Handle all incoming calls, emails, and guest requests promptly and professionally, ensuring seamless coordination between departments.
Anticipate and fulfill guest needs, providing customized recommendations and solutions to enhance their stay.
Manage restaurant, spa, and other facility reservations, liaising with relevant departments for seamless service delivery.
Maintain guest profiles, preferences, and special requests to create a tailored experience for repeat and VIP guests.
Address guest concerns and complaints effectively, ensuring swift resolution and guest satisfaction.
Coordinate with housekeeping, concierge, and room service teams to ensure timely delivery of guest services.
Maintain up-to-date knowledge of hotel services, promotions, and local attractions to provide accurate information to guests.
Process guest requests, record interactions in the system, and generate reports for management review.
Qualifications
Diploma or degree in Hospitality, Tourism, or a related field.
Minimum 2 years of experience in a similar role within a luxury hotel environment.
Excellent interpersonal, and communication skills.
Proficiency in hotel management systems (e.g., Opera).
Strong multitasking, organizational, and problem-solving skills.
High level of discretion and professionalism when handling sensitive guest information.
A warm, engaging, and service-oriented personality.
Passion for hospitality and delivering outstanding guest experiences.
The position requires flexibility in working hours, including weekends, holidays, and evenings, as per the operational needs of the hotel.
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