Royal Service Agent

As a Royal Service Agent, you are the central point of contact for all guest communications - before, during, and after their stay. This dynamic role blends the responsibilities of both Operator and Reservations, requiring a balance of technical accuracy, warm service, and proactive coordination.

You will:

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

• Respond to reservation enquiries via phone, email, and web requests, 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.

• 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 within brand response-time standards.

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

• Process special requests, guarantee rules, deposit policies, and group blocks.

• Confirm bookings, send correspondence, and communicate late arrivals to Front Office.

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

• Produce daily arrival lists and VIP summaries for operational teams.

Guest Experience & Complaint Handling

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

• Proactively communicate guest needs 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.

Commercial Focus

• Achieve conversion and upselling targets by recommending upgrades, longer stays, and hotel experiences.

• Promote ALL – Accor Live Limitless enrolment to drive loyalty and repeat business.

• Identify and forward corporate or group leads to Sales.

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/ Mức thu nhập cạnh tranh cùng phí phục vụ hấp dẫn
• Full salary and service charge during probation/ Hưởng 100% lương và phí phục vụ trong thời gian thử việc
• Thoughtfully designed benefits supporting your wellbeing and growth/ Chính sách phúc lợi toàn diện, quan tâm đến sức khỏe và sự phát triển của nhân viên
• 2 days off per week/ 02 ngày nghỉ mỗi tuần
• Social insurance in accordance with the law/ Tham gia đầy đủ các chế độ bảo hiểm theo quy định
• Attractive gifts for public holidays and special occasions/ Quà tặng hấp dẫn vào các dịp lễ, Tết và sự kiện đặc biệt
• Annual Summer Outing/ Chương trình nghỉ mát hè thường niên
• Daily meals provided at the Staff Cafeteria/ Bữa ăn hằng ngày tại căng tin nhân viên
• A chance to grow your career in a luxury, world-class environment/ Cơ hội phát triển sự nghiệp trong môi trường khách sạn hạng sang đẳng cấp quốc tế
• Learning & Development opportunities within Accor Group/ Cơ hội học tập và phát triển nghề nghiệp trong hệ thống Accor
• Global career mobility opportunities/ Cơ hội phát triển và luân chuyển nghề nghiệp trên toàn cầu
• Professional and inspiring working environment/ Môi trường làm việc chuyên nghiệp và truyền cảm hứng
• Recognition culture & employee engagement activities/ Văn hóa ghi nhận thành tích và các hoạt động gắn kết nhân viên

Qualifications & Experience

• 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.