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By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
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Job Description
We are seeking a dedicated and customer-oriented Royal Service Agent to join our prestigious team in Cairo, Egypt. As a Royal Service Agent, you will be the primary point of contact for our esteemed guests, ensuring their needs are met with the highest level of professionalism and efficiency.
- Provide exceptional, personalized service to internal and external guests
- Handle all incoming calls, addressing inquiries or redirecting them appropriately
- Serve as a knowledgeable liaison for guests, offering information on all aspects of the hotel and local attractions
- Process guest requests, including wake-up calls, dining reservations, and in-room dining orders
- Manage and organize daily amenity reports and same-day amenity requests
- Ensure proper functioning of all guestroom telephones
- Create bills and post charges to guest accounts accurately
- Assist with check-in and check-out procedures as needed
- Maintain a thorough understanding of hotel emergency procedures
- Collaborate with other departments to ensure seamless guest experiences
- Assist in training new team members
- Uphold the highest standards of customer service and professionalism at all times
Qualifications
- Proven experience in luxury hospitality or customer service roles
- Excellent communication skills with fluency in English and Arabic; additional languages are a plus
- Superior phone etiquette and ability to maintain composure in high-pressure situations
- Proficiency in computer systems, including Point of Sale (POS) systems, with a typing speed of 40+ words per minute
- Strong problem-solving skills and ability to make decisions quickly and effectively
- In-depth knowledge of Cairo's culture, customs, and attractions
- Food and beverage service experience is highly desirable
- Flexibility to work various shifts, including nights, weekends, and holidays
- Ability to multitask efficiently while maintaining attention to detail
- Strong team player with a self-motivated attitude
- Relevant hospitality certifications (e.g., food safety, responsible service of alcohol) are preferred
- Bachelor's degree in Hospitality Management or related field is a plus
Additional Information
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
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.
Physical Aspects of Position (include but are not limited to):
- Constant standing and walking throughout shift.
- Frequent lifting and carrying up to 30 lbs.
- Occasional kneeling, pushing, pulling, lifting.
- Occasional ascending or descending ladders, stairs and ramps.
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.
