Revenue Manager

Makkah Clock Royal Tower, A Fairmont Hotel, is located only a few steps away from the Masjid Al Haram and the Holy Ka’aba. This 76-story hotel, one of the world’s tallest, is the focal point of the Abraj Al Bait Complex, part of the King Abdul Aziz Endowment Project, is the iconic symbol of hospitality in the Holy City. The hotel authentic hospitality is seen throughout 1618 guest rooms and suites are thoughtfully and elegantly appointed-with extravagant amenities and five-star services that allow for peaceful reflection and repose. 

• Consistently offer professional, friendly and engaging service
• Lead and supervise all aspects of the Royal Service department and ensure all service standards are followed
• Ensure all colleagues are up to date with “Royal Service” software system
• Train all Royal Service colleagues
• To have a complete knowledge of the hotel’s emergency procedures
• Handle Guest concerns and react quickly, logging and notifying proper areas
• Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping and Engineering
• Attend regularly scheduled departmental meeting
• Schedule colleagues in accordance with the departmental budget
• Balance operational and Colleague needs
• Follow all safety policies
• Have a full working knowledge of emergency procedures; ensuring telephones are answered whilst coordinating communication until final evacuation. 
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment. 
• Handles emergency line and elevators emergency alarms, working alongside Engineering to schedule regular maintenance checks. 
• Receives and distributes faxes, voice messages and written messages for guests and internal departments. 
• Possesses a full command of the systems needed to deliver the Royal Service experience (necessary training will be provided). 
• Maintains knowledge of all facilities, services and promotions in order to respond confidently and effectively to inquiries. 
• Proactively works with other teams as part of a guest-centric community, caring for guests and colleagues alike. 
• To be ambassadors, leaving lasting impressions for our guests. 
• Use natural talents to connect with the guest and create a memorable experience. 
• Committed to evolving our service based on regular feedback, thus ensuring consistent deliverance of a personalized guest experience. 
• Other duties as assigned

• Previous leadership experience in guest relations preferred
• Previous PMS experience required
• Computer literate in Microsoft Window applications required
• University/College degree in a related discipline an asset
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

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