Royal Service Agent

About the role

The Royal Service Agent ensures that every guest request is handled promptly and efficiently, acting as the central point of contact through the hotel’s “Royal Service” software. This role supports internal departments, promotes hotel outlets, and contributes to a safe and welcoming environment for guests and colleagues.

Key responsibilities

• Handle all guest requests promptly and efficiently using the “Royal Service” software.
• Communicate internal and external guest requests via the “Royal Service” system and ensure they are followed up according to hotel standards.
• Maintain accurate records of all requests and coordinate with Housekeeping, Front Office and Engineering departments.
• Provide information on hotel services and promote internal outlets such as restaurants.
• Assist Front Office with administrative duties and manage in‑room communication tools.

Required profile

• Fluency in English (verbal and written) is required.
• Strong telephone etiquette and excellent interpersonal communication skills.
• Organised, detail‑oriented with strong typing and clerical abilities.
• Hospitality diploma or related education is an asset.
• Ability to work shifts, including night shifts, and handle multiple priorities under pressure.

Required skills

• Proficiency with Opera (Micros/Fidelio) front‑office system.
• Working knowledge of Windows operating system.
• Experience with Microsoft Office Suite.