Company Description
Fairmont Bab Al Bahr is a 5-star Abu Dhabi beach resort with a stunning setting on Abu Dhabi Creek. Our luxurious urban hideaway offers unparalleled panoramas over the glittering white-marble minarets of iconic Sheikh Zayed Grand Mosque. Alongside exquisite restaurants and bars, Fairmont Abu Dhabi boasts 366 spacious rooms, suites and a villa. Designed with discerning business and leisure guests in mind, our incomparable facilities include a private beach, pool, meeting rooms, and a magnificent ballroom for lavish celebrations.
Job Description
- Respond to all guest requests in a timely and professional manner
- Coordinate and relay guest requests using the Royal Service system
- Monitor, update, and manage requests within the Royal Service platform
- Ensure all logged requests are tracked, actioned, and closed in accordance with hotel standards
- Provide accurate information regarding hotel facilities, services, and amenities
- Actively promote hotel outlets, including restaurants and other facilities
- Build and maintain strong working relationships with all departments, particularly Housekeeping, Front Office, and Engineering
- Record all guest interactions accurately and follow up within the established service timelines
- Maintain clear and effective communication within the Royal Service team and across departments
- Support guests with in-room communication tools and ensure proper setup and functionality
- Receive, manage, and distribute voice messages, faxes, and written correspondence for guests
- Demonstrate full knowledge of hotel emergency procedures and act accordingly
- Uphold health, safety, and security standards to maintain a safe working environment
Qualifications
- Fluency in English required (verbal & written)
- Strong telephone skills
- Excellent telephone manners, telephone voice
- Strong typing and clerical skills, organized and detail oriented
- Strong interpersonal skills and English communication skills
- A hospitality diploma is an asset
- Knowledge of computerized Front Office systems required with emphasis in Micros - Fidelio based programs (Opera) and Windows, MS Office Suite an asset
- Prior experience in customer service an asset
- A passion for guest service
- Excellent team spirit
- Ability to handle many conflicting priorities at any given time
- Able to work well under pressure
- Must be willing to work shifts (incl. Night shifts)
- Knowledge of a third language an asset
