Guest Service Associate – Royal Service (Operator)

Fairmont Hotels & Resorts is where the intimate equally coexists with the infinite – an unrivaled portfolio of more than 90 extraordinary hotels where grand moments of life, heartfelt pleasures and personal milestones are celebrated and remembered long after any visit. Since 1907, Fairmont has created magnificent, meaningful and unforgettable hotels, rich with character and deeply connected to the history, culture and community of its destinations – places such as The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai. Famous for its engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges, Fairmont also takes great pride in its pioneering approach to hospitality and leadership in sustainability and responsible tourism practices. Fairmont is part of Accor, a world leading hospitality group counting over 5,400 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless – a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences. 

We are seeking a dedicated Guest Service Associate – Royal Service (Operator) to join our prestigious Royal Service team at Fairmont Mumbai. As the first point of contact for our guests, you will be responsible for providing personalized and efficient service through telephone communications, ensuring that every guest interaction reflects the highest standards of hospitality.

Key Responsibilities:

• Telephone Operations: Handle incoming calls promptly and professionally, providing courteous assistance to guests and efficiently addressing their inquiries, requests, and concerns.
• Guest Assistance: Serve as a central point of contact for guests, offering personalized recommendations, arranging services, and ensuring that all guest requests are met with promptness and attention to detail.
• Room Service Coordination: Coordinate room service orders, ensuring accuracy and timeliness in delivery while maintaining clear communication with kitchen and service staff.
• Royal Service Coordination: Facilitate requests and services for VIP and special guests, ensuring that their needs and preferences are met with the utmost care and attention to detail.
• Problem Resolution: Act as a problem solver for guests, addressing any issues or concerns with empathy and professionalism, and escalating matters as necessary to ensure swift resolution.
• Information Dissemination: Provide guests with information about hotel facilities, services, and local attractions, offering personalized recommendations to enhance their stay experience.
• Guest Communication: Maintain clear and open communication with guests, colleagues, and other departments, ensuring seamless coordination and execution of guest requests.
• Administrative Tasks: Assist with administrative duties such as logging guest requests, updating guest profiles, and maintaining accurate records of communications and transactions.
• Service Excellence: Strive to exceed guest expectations by delivering personalized service and anticipating their needs throughout their interactions with Royal Service.

• Previous experience in a guest service or hospitality role, preferably in a luxury hotel environment.
• Exceptional telephone etiquette and communication skills, with fluency in English (additional languages are a plus).
• Strong problem-solving abilities and the ability to remain calm and composed under pressure.
• Excellent organizational skills and attention to detail, with the ability to multitask effectively.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Proficiency in using computer systems and hotel management software.

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.