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 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

• Handle incoming calls, emails, and messages promptly and professionally, offering exceptional service to both Arabic and non-Arabic speaking guests.
• Act as a liaison between guests and internal departments (e.g., housekeeping, engineering, F&B) to ensure guest requests are fulfilled efficiently.
• Address guest concerns or complaints with professionalism, escalating issues to management when necessary.
• Assist guests with reservations, inquiries, and recommendations for dining, transportation, and activities within and outside the property.
• Maintain accurate records of guest requests, complaints, and feedback using the property’s service management system.
• Coordinate special guest arrangements such as VIP services, in-room amenities, and personalized experiences.
• Ensure all guest requests are followed up and closed satisfactorily within the expected timeline.
• Provide translation assistance for Arabic-speaking guests when required.
• Ensure adherence to company policies, procedures, and service standards at all times.
  
  

Qualifications

• Previous experience in a front office, guest service, or call center role within the hospitality industry is preferred.
• Fluent in Arabic (spoken and written) and English.
• Additional languages are a plus.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and remain calm under pressure.