Royal Service Agent

Job Description

The Royal Service Agent is the heart of hotel operations, responsible for managing and responding to guest requests efficiently. You will play an integral role in delivering exceptional guest service, maintaining excellent communication across departments, and ensuring a smooth, efficient guest experience.

Key Responsibilities:

• Handle all guest requests promptly and efficiently.

• Use “Royal Service” software to communicate internal and external guest requests and ensure they are followed up according to hotel standards.

• Maintain an in-depth knowledge of hotel services and facilities.

• Promote internal outlets like restaurants and other hotel amenities.

• Work closely with Housekeeping, Front Office, and Engineering departments to ensure smooth operations.

• Maintain accurate records of all guest requests and follow up in a timely manner.

• Provide in-room communication tools and ensure they are set up properly.

• Manage and distribute faxes, voice messages, and written messages for guests.

• Stay knowledgeable about hotel emergency procedures and ensure a safe working environment.

• Assist Front Office with administrative duties and participate in meetings.

Qualifications:

• Fluency in English (verbal and written).

• Strong telephone skills, excellent telephone manners, and a pleasant voice.

• Strong organizational, typing, and clerical skills, with keen attention to detail.

• Prior customer service experience is an asset.

• A hospitality diploma is a plus.

• Knowledge of Front Office systems, particularly Micros-Fidelio (Opera) and MS Office Suite.

• Passionate about guest service and team collaboration.

• Ability to handle multiple priorities under pressure.

• Willingness to work shifts, including night shifts.

• Knowledge of a third language is an asset.

Additional Information:

Our Commitment to Diversity & Inclusion:
We are an inclusive company dedicated to attracting, recruiting, and promoting diverse talent. We prioritize qualities and skills when offering employment and development opportunities, and we strive to create a welcoming environment for everyone, including those with disabilities.

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For more details and to apply, visit Accor Careers

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