Royal Service Agent

About the role

The Royal Service Agent ensures that every guest request is handled promptly and efficiently, contributing to a memorable stay at an Accor‑affiliated hotel. You will act as the central point of contact for internal and external guest communications, using the Royal Service software to track and resolve inquiries.

Key responsibilities

• Receive, log, and follow up on all guest requests via the Royal Service software.
• Communicate requests to relevant departments (Housekeeping, Front Office, Engineering) and monitor resolution.
• Provide guests with information on hotel services and promote internal outlets such as restaurants.
• Maintain accurate records of requests and ensure timely follow‑up according to hotel standards.
• Assist Front Office with administrative duties and handle fax, voice, and written messages.
• Support emergency procedures and uphold a safe working environment.

Required profile

• Fluency in English (verbal and written) – additional languages are a plus.
• Strong telephone etiquette and excellent interpersonal skills.
• Detail‑oriented with solid typing and clerical abilities.
• Hospitality diploma or related experience is an asset.
• Willingness to work shifts, including nights.

Required skills

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

What we offer

• Opportunities for development and advancement within a global hotel group.
• Dynamic team environment focused on responsible hospitality.