Night Royal Service Agent

You will:

· Handle all incoming calls not routed to specific departments, ensuring each enquiry is managed from start to finish with ownership and care during the nighttime.

· Respond to reservation enquiries via phone, email, and web requests received at nighttime, converting them into confirmed bookings while maximizing revenue through thoughtful upselling.

· Provide in-house guests with prompt assistance for service requests, coordinating with relevant departments to ensure timely and seamless delivery.

· Communicate in a genuine, unscripted manner that reflects Fairmont’s luxury culture and personalized service standards.

· Log guest preferences and share key information with colleagues to enhance the overall guest experience.

· Maintain accuracy in all communications and transactions, ensuring every interaction reflects professionalism and hospitality.

Your role is pivotal in creating memorable guest journeys, combining operational efficiency with heartfelt service to exceed expectations at every touchpoint.

Key Responsibilities

Guest Communication & Call Handling

· Receive and manage all incoming calls not routed to other departments, including in-house and external enquiries during the night time.

· Handle each call from start to finish, ensuring requests are addressed or coordinated appropriately.

· Provide accurate, engaging information about rooms, dining, spa, services, and local attractions.

· Maintain a warm, authentic, and unscripted communication style aligned with brand standards.

· Log guest preferences and special occasions for future personalization.

· Share relevant guest details with departments to ensure coordinated service delivery.

Reservations Operations

· Respond promptly to phone, email, and web enquiries received during the night time within brand response-time standards.

· Create, amend, and cancel reservations accurately in OPERA Cloud, TARS, and other systems.

· Confirm bookings, send correspondence, and communicate last-minute to Front Office.

· Manage reservations for rooms, restaurants, spa, and other facilities.

Guest Experience & Complaint Handling

· Engage callers with warmth and confidence, uncovering preferences to tailor recommendations.

· Proactively communicate guest needs received during the night time to Front Office, Housekeeping, and F&B.

· Resolve basic issues professionally; escalate complex cases to the Supervisor.

· Monitor feedback channels and ensure prompt resolution of concerns.

In-Stay Service Coordination

· Log, dispatch, and follow up on service requests across departments.

· Accurately take and process in-room dining orders.

· Coordinate VIP arrangements and amenities.

· Support emergency response procedures and log incidents appropriately.

Team Communication & Collaboration

· Act as a central communication hub between departments.

· Share guest information during briefings and system updates.

· Build strong interdepartmental relationships to ensure seamless service.

· Systems & Administration

· Operate telephone consoles, service platforms, and emergency systems.

· Maintain logs of calls, reservations, requests, and resolutions.

· Prepare and distribute operational reports.

• Competitive salary package with service charge
• Full salary and service charge during probation
• Thoughtfully designed benefits supporting your wellbeing and growth
• 2 days off per week
• Social insurance in accordance with the law
• Attractive gifts for public holidays and special occasions
• Annual Summer Outing
• Daily meals provided at the Staff Cafeteria
• A chance to grow your career in a luxury, world-class environment
• Learning & development opportunities within Accor group
• Global career mobility opportunities
• Professional and inspiring working environment
• Recognition culture & employee engagement activities

· Minimum 1 year in luxury hotel reservations, Royal Service, or front office.

· Proficiency in OPERA Cloud, TARS, Microsoft Office; knowledge of HotSOS/ ALICE/ TrustYou is an advantage.

· Excellent spoken and written English and Vietnamese.

· Strong telephone etiquette, typing, and numeracy skills.

· Flexibility to work various shifts, weekends, overnights, and public holidays.

Core Competencies

· Genuine passion for guest service and creating memorable experiences.

· Exceptional communication and listening skills.

· High attention to detail and ability to manage multiple priorities.

· Sales-oriented mindset with confidence to upsell and cross-sell.

· Calm under pressure, proactive, and adaptable.

· Team player committed to continuous learning and improvement.