Royal Service Agent
Core
Handle all incoming and outgoing telephone calls, manage wake-up calls, and assist guests with international calls and directory queries to ensure high guest satisfaction.
Role type
Frontline hospitality agent (telecommunications)
Builds
Internal and external telecommunication services for hotel guests and staff
Domain
Hospitality / Telecommunications
Deliverable
client delivery
Required skills
Telephone etiquette, call logging, wake-up call management, guest assistance, emergency protocol adherence, equipment defect reporting, privacy compliance
Preferred skills
Multi-cultural environment adaptability, rapport building, calm under pressure, judgment with difficult guests
Technologies
Hotel switchboard systems, telephone listings
Responsibilities
Process incoming and outgoing calls accurately, record and control wake-up calls, assist guests with international calls and directory queries, page staff members, handle guest requests and report complaints, bill call costs, advise on switchboard equipment defects, maintain knowledge of fire and life safety systems
Seniority
Entry-level to Junior