Summary
Accor is hiring a Royal Service Agent at Fairmont Ramla Serviced Residences in Riyadh. The role supports guest requests, room orientations, VIP arrangements, complaint reporting, shift handovers, and coordination with Front Office. Candidates should have previous hotel, guest services, or Front Office experience, strong communication skills, good English, and the ability to work shifts; Arabic is preferred. The title states that the role is for Saudi nationals only. The posting also includes a separate, unrelated sales-role section, so some additional requirements may not apply to this position.
The posting
As published on accor.com. Pulled from the employer's site and shown as they wrote it.
Company Description
Fairmont Ramla Riyadh is a luxury hospitality destination offering premium serviced residences, exceptional dining experiences, and world-class guest services. As part of the renowned Fairmont brand, the property is committed to excellence and innovation, delivering unforgettable experiences through high standards in hospitality and culinary arts
Job Description
- Address guests' service needs in a professional and timely manner.
- Assist other employees to ensure proper coverage and prompt guest service.
- Be fully aware of the "Talk of the Walk" for the day, ensuring relevant information is communicated.
- Conduct room and hotel orientation for new guests.
- Check back-of-house areas to ensure they are well-maintained.
- 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.
- Follow company and department policies and procedures diligently.
- 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 to prevent misunderstandings.
- Protect guest and associate security by not revealing personal information unless authorized.
- Strive to maintain hotel equipment and assets in excellent condition.
- Assist in the training of new staff members and conduct room and hotel orientation.
- Foster a positive atmosphere and high morale among staff, acting as a heartist and ambassador for the hotel.
- Follow daily checklists to ensure all tasks are completed efficiently.
- Promote Accor loyalty programs and hotel promotions to build strong, long-term relationships with guests.
- Use supplies and equipment appropriately and request requisitions as needed.
- 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.
Qualifications
Job Requirements – Brief
- Previous experience in hotels, Guest Services, or Front Office.
- Excellent communication and customer service skills.
- Good command of English; Arabic is preferred.
- Ability to handle guest complaints and solve problems.
- Good knowledge of hotel services, rooms, facilities, and promotions.
- Ability to handle VIP guests professionally.
- Knowledge of safety, emergency procedures, and guest confidentiality.
- Good knowledge of hotel systems and computer applications.
- Willingness to work shifts.
- Positive, professional personality with the ability to work under pressure.
Additional Information
Your Team and Work Environment:
In 1–2 sentences, introduce the team, hotel, or workplace in a way that reflects its culture.
Note: The description can be adjusted to meet specific local or legal requirements, such as work permits.
Our Commitment to Diversity & Inclusion:
We are an inclusive company, and our goal is to attract, hire, and develop diverse talent.
Reporting & Administration:
- Prepare and present sales reports, forecasts, and performance analysis to senior management.
- Track and manage sales leads and opportunities using CRM systems (e.g., 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.
Requirements:
- Education: Bachelor's degree in Hospitality, Business Administration, Marketing, or a related field. A Master’s degree or industry certifications (e.g., CHME, CMP) is a plus.
- Experience: Minimum of 5–7 years of experience in sales within the luxury hotel or hospitality industry, with a proven track record of achieving sales targets and managing key accounts.
- Skills:
- Exceptional sales and negotiation skills, particularly within the luxury market.
- Strong understanding of the hotel industry, including MICE and leisure segments.
- Proficiency in CRM systems, hotel sales software (e.g., Opera, Delphi), and Microsoft Office Suite.
- Fluent in English; additional languages are highly desirable.
- Ability to think strategically and creatively, with excellent problem-solving skills.
Key Competencies:
- Leadership: Ability to lead by example, providing guidance and support to the sales team.
- Client Focus: A deep commitment to delivering exceptional service and personalized experiences to high-end clientele.
- Communication: Strong interpersonal and communication skills to engage with clients and internal teams effectively.
- Time Management: Excellent organizational and multitasking skills, with the ability to prioritize tasks and meet deadlines.
- Analytical Thinking: Ability to analyze market data and sales trends to make informed decisions and adjust strategies accordingly.
- Negotiation Skills: Proven ability to negotiate and close high-value deals while maintaining profitability for the hotel.
Working Conditions:
- Full-time position with flexibility for evening and weekend work, depending on client needs and industry events.
- Travel may be required to meet with clients or attend industry events.
- Ability to work under pressure and meet sales targets in a competitive environment.
Compensation:
- Competitive salary and commission structure based on performance.
- Benefits package may include healthcare, retirement plans, travel discounts, and other perks.