Royal Service Agent

As a Royal Service Agent you will be the voice of the hotel responsible for handling all internal and external calls with efficiency professionalism and warmth. You will ensure guest requests are accurately recorded followed up and delivered promptly creating a seamless and personalized experience.

Key Responsibilities

• Answer all incoming calls promptly courteously and professionally following hotel standards.
• Handle guest inquiries requests wake-up calls and complaints efficiently ensuring proper follow-up.
• Coordinate with other departments to ensure guest needs are met in a timely manner.
• Maintain accurate records of calls requests and incidents.
• Promote hotel services facilities and loyalty programs during calls.
• Monitor and respond to emergency calls and situations following the hotels safety procedures.
• Update guest profiles and preferences in the system to ensure personalized service.
• Operate the switchboard paging and communication systems effectively.
• Handle lost & found messages and information requests with confidentiality and accuracy.
• Uphold grooming communication and service standards at all times.

Qualifications :

Qualifications

• Previous experience in a similar role within a luxury hotel is an advantage.
• Excellent telephone etiquette and communication skills.
• Strong multitasking organizational and problem-solving abilities.
• Service-oriented with a warm and professional tone of voice.
• Proficiency in Opera or other PMS systems is preferred.
• Fluency in English is required; additional languages are an asset.
• Ability to remain calm under pressure and handle emergency calls effectively.

Additional Information :

Our commitment to Diversity & Inclusion :

We are an inclusive company and our ambition is to attract recruit and promote diverse talent. 

Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment a warm and welcoming culture excellent working conditions and to promote the development of all people including those with disabilities.

When applying do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.

Remote Work :

No

Employment Type :

Full-time