Royal Service Agent Saudi Nationals Only

About Fairmont Ramla Riyadh

Fairmont Ramla Riyadh, part of Fairmont Hotels & Resorts, is a luxury hospitality destination located in Riyadh, Saudi Arabia. The property offers premium serviced residences, exceptional dining experiences, and world-class guest services. It is committed to delivering high standards in hospitality and culinary arts.

The Royal Service Agent Role

Fairmont Hotels & Resorts is seeking a Royal Service Agent in Riyadh, Saudi Arabia. This full-time role requires 5-10 years of experience and involves overseeing guest services and front office operations to ensure smooth and efficient service delivery. The Royal Service Agent acts as a key point of contact for guests and supports the Front Office team.

Key Responsibilities

• Address guests' service needs professionally and promptly.
• Assist other employees to ensure proper coverage and prompt guest service.
• Conduct room and hotel orientations for new guests.
• Ensure the Front Office staff is aware of availability states (open, on request, closed dates, high demand dates).
• Work closely with the Front Office team to maintain smooth operations.
• Keep all telephone extension lists updated regularly.
• Be knowledgeable about hotel guest rooms, rates, promotions, amenities, and services.
• Have full knowledge of the hotel’s emergency procedures and protocols.
• Inform personnel and supervisors about important events and news.
• Protect guest and associate security by not revealing personal information unless authorized.
• Assist in the training of new staff members and conduct room and hotel orientation.
• Foster a positive atmosphere and high morale among staff.
• Follow daily checklists to ensure all tasks are completed efficiently.
• Promote Accor loyalty programs and hotel promotions.
• Read and update the Manager on Duty (MOD) log and ensure proper handovers between shifts.
• Report all guest comments or complaints to management.
• Ensure VIP rooms are assigned in advance and prioritize special requests.
• Supervise Front Office operations, including Reception and Guest Relations, ensuring standards and procedures are followed.
• Update and maintain files as requested by the Royal Service/Front Office Supervisor and Front Office Manager.
• Share daily activity highlights with management, including guest opportunities.
• Carry out any other reasonable tasks as requested by management.

Reporting and Administration

• Prepare and present sales reports, forecasts, and performance analysis to senior management.
• Track and manage sales leads and opportunities using CRM systems (*, Opera, Salesforce, Delphi).
• Ensure accurate records of all client interactions, leads, and bookings.
• Maintain up-to-date knowledge of market conditions, competitor offerings, and industry best practices.

Candidate Requirements

• 5-10 years of relevant experience in hospitality or a similar guest service role.
• Ability to work under pressure and meet targets in a competitive environment.
• Strong understanding of hotel operations, policies, and procedures.
• Knowledge of hotel equipment and asset maintenance.
• Familiarity with company and department policies and procedures.

Work Conditions and Compensation

This is a full-time position based in Riyadh, Saudi Arabia, requiring flexibility for evening and weekend work depending on client needs and industry events. Travel may be required for client meetings or industry events. Compensation includes a competitive salary and a commission structure based on performance.