Royal Service Agent at Accor

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.