1. Integral
  2. Permanente
  4. Governança


Fairmont Doha, Doha, Qatar



Royal Service Agent


Luxury & Lifestyle

Company Description


We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. 

By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.  

Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS 

Job Description


The Royal Service Agent is the heart beat of the hotel operation.  They will process all external and internal calls either by redirecting calls or assisting the caller. The Royal Service Agent will take ownership of the caller’s request and ensure follow up according to the hotel’s standards. To serve as a liaison for guests requiring information relating to all aspects of the hotel. To maintain the Hotel’s telephone system and assisting all external and internal guests in operating the telephone system.

  • Handle all guest requests promptly and efficiently
  • Communicate internal and external guest requests via “Royal Service” software
  • Maintain and monitor the “Royal Service” software system
  • Ensure all requests logged in “Royal Service” software are followed up according to the hotel’s standards
  • Provide information on hotel services
  • Promote internal outlets (Restaurants…)
  • Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
  • Maintain an excellent relationship with all departments, in particular Housekeeping, Front Office and Engineering
  • Maintain accurate records of all internal and external guest requests and follow-up with the necessary department and/or guests in the pre-determined time frame
  • Maintain excellent communication within the Royal Service department as well as with all other departments
  • Provide guests with in room communication tools  and ensure correct set up
  • Handle and distribute faxes, voice messages and written messages for internal and external guests
  • Have full knowledge of the hotel’s emergency procedures
  • Maintain a safe working environment
  • Assist Front Office with administrative duties as required
  • Participate in meetings




  • Fluency in English required (verbal & written)
  • Strong telephone skills
  • Excellent telephone manners, telephone voice
  • Strong typing and clerical skills, organized and detail oriented
  • Strong interpersonal skills and English communication skills
  • A hospitality diploma is an asset
  • Knowledge of computerized Front Office systems required with emphasis in Micros
  • Fidelio based programs (Opera) and Windows, MS Office Suite an asset
  • Prior experience in customer service an asset
  • A passion for guest service
  • Excellent team spirit
  • Ability to handle many conflicting priorities at any given time
  • Able to work well under pressure
  • Must be willing to work shifts (incl. Night shifts)
  • Knowledge of a third language an asset


Diversidade & Inclusão para a Accor significa acolher cada um e respeitar suas diferenças, priorizando apenas qualidades e habilidades na ampliação de oportunidades de emprego e desenvolvimento. Nossa ambição é proporcionar emprego com propósito, e uma cultura acolhedora, excelentes condições de trabalho e promover o desenvolvimento de todas as pessoas, incluindo as pessoas com deficiência. Não hesite em nos informar de quaisquer necessidades específicas que possa ter para que possamos levá-las em consideração.


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