Royal Service and Reservations Agent

About Fairmont Hotels & Resorts

Fairmont Hotels & Resorts is part of the Accor network, which encompasses over 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle destinations globally. The organization focuses on responsible hospitality and fostering a positive environment for guests, colleagues, and the planet.

Royal Service and Reservations Agent Role

Fairmont Hotels & Resorts is seeking a Royal Service and Reservations Agent to join the team in Riyadh, Saudi Arabia. This full-time role involves serving as the primary point of contact for guests, managing reservations, handling inquiries, and ensuring service delivery meets established standards. The position operates in a fast-paced environment where attention to detail and customer satisfaction are essential.

Key Responsibilities

• Process and manage guest reservations accurately and confirm them in a timely manner through various channels.
• Respond to customer inquiries professionally via phone, email, and other communication platforms.
• Maintain comprehensive and current reservation records and guest information within the system.
• Coordinate with different departments to ensure seamless service delivery and guest satisfaction.
• Handle special requests and customize arrangements to meet individual guest needs.
• Resolve customer concerns and complaints promptly and professionally.
• Manage booking schedules, availability, and room allocations efficiently.
• Provide guests with detailed information regarding services, amenities, and local attractions.
• Process payments and transactions accurately while maintaining confidentiality.
• Contribute to achieving occupancy and revenue targets through effective sales techniques.
• Ensure compliance with company policies and hospitality standards.

Qualifications and Experience

• 2-5 years of relevant experience in a customer service or reservations role.
• Demonstrated professionalism and a customer-focused approach.
• Strong attention to detail and organizational skills.
• Genuine passion for customer satisfaction.

Work Environment

The Royal Service and Reservations Agent will join a welcoming team where exceptional guest service, attention to detail, and teamwork are central to daily operations. This dynamic and fast-paced environment requires close collaboration with the Royal Service, Reservations, and other hotel departments to ensure a personalized guest experience. The role involves handling guest requests, inquiries, and reservations professionally and efficiently, providing accurate information, coordinating guest requirements, and ensuring all requests are followed up and delivered to high standards. The agent will contribute to the smooth day-to-day operation of the department while maintaining excellent communication and service standards.