Royal Service Agent
Job Description
Job description / Role
Royal Service Agent
The Royal Service Agent is the heartbeat of the hotel operation. They will process all external and internal calls by either redirecting calls or assisting the caller. The Royal Service Agent will take ownership of the callers request and ensure follow up according to the hotels standards. They will serve as a liaison for guests requiring information relating to all aspects of the hotel. All the while maintaining the hotels telephone system and assisting all external and internal guests in operating the telephone system .
Hotel Overview: Makkah Clock Royal Tower, A Fairmont Hotel, is located only a few steps away from the Masjid Al Haram and the Holy Ka'aba. This 76-story hotel, one of the world's tallest, is the focal point of the Abraj Al Bait Complex, part of the King Abdul Aziz Endowment Project, is the iconic symbol of hospitality in the Holy City. The hotel authentic hospitality is seen throughout 1618 guest rooms and suites are thoughtfully and elegantly appointed-with extravagant amenities and five-star services that allow for peaceful reflection and repose .
Summary of Responsibilities:
Reporting to Royal Service Manager, responsibilities and essential job functions include but are not limited to the following:
– Responds to all incoming calls complying with FHR standards, and transfers them to the appropriate destination.
– Takes full accountability for all internal and external guest requests, transmitting the information to the responsible department.
– Logs all requests and ensures timely follow up to ensure a seamless service experience for guests.
– Ensures all wake-up calls are accurately logged and executed.
– Ensures that all telephone extension lists are maintained and updated regularly.
– Have a full working knowledge of emergency procedures; ensuring telephones are answered whilst coordinating communication until final evacuation.
– Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
– Handles emergency line and elevators emergency alarms, working alongside Engineering to schedule regular maintenance checks.
– Receives and distributes faxes, voice messages and written messages for guests and internal departments.
– Possesses a full command of the systems needed to deliver the Royal Service experience (necessary training will be provided).
– Maintains knowledge of all facilities, services and promotions in order to respond confidently and effectively to inquiries.
– Proactively works with other teams as part of a guest-centric community, caring for guests and colleagues alike.
– To be ambassadors, leaving lasting impressions for our guests.
– Use natural talents to connect with the guest and create a memorable experience.
– Committed to evolving our service based on regular feedback, thus ensuring consistent deliverance of a personalized guest experience.
