Job Description
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As a Royal Service Agent at Fairmont La Hacienda Costa del Sol you will be the central communication link between our guests and all hotel departments, playing a crucial role in delivering highly personalized and anticipatory service in line with Forbes Travel Guide and LQA (Leading Quality Assurance) standards. You will ensure that each guest interaction reflects warmth, efficiency, and luxury, and contributes to a flawless stay experience. This position requires not only exceptional communication skills and operational knowledge but also discretion, attention to detail, and a deep understanding of luxury service philosophy. You will also contribute to hotel-wide initiatives and support internal teams through key administrative and operational assignments.
Responsibilities
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* Answer all incoming calls (internal and external) with impeccable telephone etiquette, a polished tone of voice, and brand‑aligned greeting standards.
* Deliver accurate information on hotel services, facilities, promotions, and general inquiries while remaining calm, clear, and composed at all times.
* Handle and process wake‑up call requests with precision and confirm details to ensure guest satisfaction.
* Manage in‑room dining (IRD) orders by capturing detailed information, confirming preferences, and coordinating with the kitchen and IRD team for timely delivery.
* Respond promptly to housekeeping and turndown requests, ensuring follow‑up and service closure.
* Handle maintenance requests and ensure efficient coordination with the Engineering team, tracking progress and guest updates.
* Assist with Concierge‑related queries such as restaurant recommendations, transportation, local area knowledge, and ticket bookings by directing appropriately or handling internally when possible.
* Log, track, and close guest requests using property management systems and service platforms (e.g., Opera, Rainbow, ALICE), ensuring complete and accurate documentation.
* Monitor and handle emergency calls and critical situations in alignment with hotel protocols, prioritizing guest safety and confidentiality.
* Ensure all guest interactions are in full adherence to Forbes 5‑Star and LQA service standards, demonstrating elevated emotional intelligence, empathy, and attention to detail.
* Maintain a poised and polished presence throughout all communications, actively listening and personalizing each guest interaction.
* Support the creation and enhancement of guest profiles, collecting preferences and updating systems to allow for highly tailored service across departments.
* Assist in the preparation of VIP arrival reports, ensuring accuracy and relevance of guest information.
* Collaborate with Butler, Guest Experience, and Rooms Division teams to validate preferences, past feedback, and personalize pre‑arrival communication and in‑stay details.
* Conduct online research and profile enhancement for high‑profile or repeat guests, using public sources and internal records to anticipate expectations.
* Ensure VIP communications (e.g., pre‑arrival calls, special requests) are professionally handled and personalized according to guest tier and profile.
* Participate in interdepartmental projects such as:
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o Assisting with internal presentations and documents.
o Compiling or updating guest services guides, telephone directories, and SOP documentation.
o Supporting initiatives related to guest satisfaction, service recovery, or brand training.
* Perform clerical and back‑office duties including:
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o Filing, printing, tracking guest feedback.
o Assisting in compiling and formatting daily, weekly, and monthly reports for internal use.
o Updating internal databases and team communication platforms.
* Provide support to other departments as needed, demonstrating flexibility and collaboration, especially during high occupancy periods or special events.
* Be open and responsive to perform additional tasks that are logical and aligned with the role, even if not explicitly mentioned in the core responsibilities.
* Previous experience in a similar role within a luxury hotel or hospitality environment is preferred.
* Exceptional verbal and written communication skills, with a professional and elegant telephone manner.
* Fluent in English; additional languages are a distinct advantage.
* Proficient in hotel systems including Opera, ALICE, HotSOS, Microsoft Office Suite; fast learner with technology.
* Strong organizational skills and the ability to multitask in a fast‑paced environment.
* Naturally warm, empathetic, and detail‑oriented, with a passion for luxury hospitality and service excellence.
* Capable of working independently and as part of a team, with a high sense of responsibility and discretion.
Qualifications
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* Passion for guest service.
* Excellent written and verbal communication, interpersonal, and leadership skills.
* Highly organized, results‑oriented with the ability to be flexible and work well under pressure.
* Fluency in English and Spanish.
* Must have the ability to handle a multitude of tasks and guest requests.
* Knowledge of Opera or Opera Cloud Property Management System is an asset.
* Ability to work independently and prioritize responsibilities.
* Experience with a hotel loyalty program is an asset.
* Computer proficiency in a Windows environment (Word, Excel, PowerPoint).
Physical Demands
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* This position requires the ability to focus attention on guest needs, remaining calm and courteous. Occasional standing, walking and carrying luggage.
* Perform other reasonable job duties as requested.
Required Education and Experience
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* Post‑secondary education in Travel and Tourism or equivalent is a plus.
* Minimum 2 years of Front Office related experience.
Benefits
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* Competitive Salary and Benefits.
* Discounted hotel rooms and food and beverage rates to employees at the sister properties around the globe.
* We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential. xpzdshu
* Opportunity to develop your talent and grow within your property and across the world.
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