Royal Service Agent

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We are seeking a professional and customer-focused Royal Service Agent to join our hospitality team in Cairo, Egypt. In this dynamic role, you will serve as a vital communication hub for our guests and internal departments, delivering exceptional service with warmth and efficiency. As a Royal Service Agent, you will be the friendly voice and organized coordinator who ensures every guest inquiry is handled with care and every message reaches its destination promptly. This position offers an exciting opportunity to develop your skills in a fast-paced, collaborative environment where your attention to detail and passion for guest satisfaction truly matter.

• Consistently deliver professional, friendly, and engaging service to all guests and internal callers, creating positive interactions that reflect our organization's commitment to excellence
• Process all external and internal calls with efficiency, accurately redirecting or assisting callers while maintaining a warm and helpful demeanor
• Take ownership of each caller's request and ensure thorough follow-up according to hotel service standards, demonstrating accountability and reliability
• Maintain comprehensive working knowledge of all hotel departments, particularly Housekeeping, Front Office, and Engineering, to provide informed assistance and support
• Manage and monitor the "Royal Service" software system with accuracy and attention to detail, ensuring all data is current and accessible
• Serve as a knowledgeable liaison for guests requiring information about all aspects of the hotel, including amenities, services, and local Cairo attractions
• Handle and distribute faxes, voice messages, and written messages for both internal and external guests in a timely and organized manner
• Demonstrate full knowledge of the hotel's emergency procedures and safety protocols, maintaining readiness to respond appropriately in all situations
• Adhere to all department policies, procedures, service standards, and safety guidelines, contributing to a secure and professional work environment
• Perform additional duties as assigned, remaining flexible and responsive to evolving organizational needs

Required Qualifications:

• Minimum 1 year of recent experience (within the last 5 years) in a switchboard or front office role at a similar-sized hotel with comparable high standards of guest service, OR minimum 8 months of recent experience in an administrative position with similar high standards of guest service
• Fluency in English language skills, both verbal and written, with clear and professional communication abilities
• Strong interpersonal and communication skills, with the ability to connect authentically with diverse guests and colleagues
• Excellent telephone manners and a professional telephone voice that conveys warmth and competence
• Strong typing and clerical skills with a demonstrated ability to remain organized and detail-oriented
• Proficiency with computerized Front Office systems, with emphasis on Micros-Fidelio-based programs (Opera)
• Competency with Windows operating system and Microsoft Office Suite applications
• Ability to handle multiple conflicting priorities simultaneously and perform effectively under pressure
• Willingness to work flexible shifts, including night shifts, to support 24/7 hotel operations
• Demonstrated passion for guest service with a customer-focused mindset
• Physical ability to perform job requirements, including sitting for extended periods, performing repetitive tasks, and occasional lifting of moderate loads
• Professional grooming and presentation standards that reflect our organization's commitment to excellence

Your team and working environment:
•    A passionate and inspired team that creates unique experiences for all they meet.
•    We recognize and celebrate our team and individual success 
Hotel Overview:  Overlooking one of Cairo’s most beautiful Nile views, Nile City Towers complex is a business destination claim to Egypt’s corporate success. Built on a total area of 16,000 sqm, Nile City Towers boasts a 170 meter Nile façade and its two towers are an anchor to an exclusive shopping center, upscale housing, a five-star hotel, 8-screen cinema and 4 floors of underground parking.
The spectacular reception leads the way to 543 elegantly designed rooms, suites restaurants, bars and a health club the 25th floor with a comprehensive range of fitness facilities including a signature Willow Stream Spa as well as a sky-high swimming pool.
Visa Requirements: Must be legally permitted to work in Egypt.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
What is in it for you:
•    Employee benefit card offering discounted rates at Accor worldwide
•    Learning programs through our Academies
•    Opportunity to develop your talent and grow within your property and across the world!
•    Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21.