Royal Service Agent - Arabic Speaker

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 the 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

The Royal Service Agent (Arabic Speaker) serves as the primary point of contact for guests, delivering exceptional and personalized service through all communication channels. The role is responsible for handling guest requests, inquiries, reservations, internal communications, and service recovery while ensuring a seamless luxury guest experience. The Royal Service Agent must demonstrate excellent communication skills in both Arabic and English, strong problem-solving abilities, and a genuine passion for hospitality.

• Respond professionally and courteously to all guest calls, emails, and service requests.
• Provide personalized assistance and information regarding hotel facilities, dining venues, spa services, transportation, and local attractions.
• Ensure all guest requests are accurately recorded and followed through to completion.
• Maintain detailed knowledge of hotel services, promotions, and operating hours.
• Anticipate guest needs and exceed expectations through proactive service.
• Act as the central communication hub between guests and operational departments.
• Coordinate with Housekeeping, Engineering, Food & Beverage, Concierge, Security, and other departments to ensure prompt service delivery.
• Monitor guest requests through the hotel's property management and service management systems.
• Follow up on outstanding requests and ensure timely completion.
• Handle guest complaints and concerns efficiently, professionally, and empathetically.
• Take ownership of guest issues and coordinate solutions to achieve guest satisfaction.
• Escalate complex matters to supervisors or managers when necessary.
• Maintain accurate records of guest interactions and service recovery actions.
• Assist guests with restaurant reservations, transportation arrangements, wake-up calls, and special requests.
• Support room reservations and internal bookings as required.
• Promote hotel facilities and services to maximize guest engagement and revenue opportunities.
• Maintain accurate logs and records of all communications and guest requests.
• Ensure adherence to hotel standards, policies, and procedures.
• Prepare reports and documentation as required by management.
• Support operational projects and initiatives within the Front Office department.

Qualifications

• Diploma or Bachelor's Degree in Hospitality Management, Tourism, Business Administration, or related field.
• Minimum 1-2 years of experience in a luxury hotel, guest services, call center, front office, or customer service role.
• Experience with luxury hospitality brands preferred.
• Previous experience in Royal Service, Guest Relations, Front Desk, or Telephone Operations is an advantage.

Additional Information

• Fluent in Arabic and English (spoken and written); additional languages are an advantage.
• Excellent verbal and written communication skills.
• Strong customer service orientation with a passion for luxury hospitality.
• Ability to multitask and manage high call volumes in a fast-paced environment.
• Effective problem-solving and conflict-resolution skills.
• Strong organizational and time-management abilities.
• Ability to remain calm and professional under pressure.