Job Description
Company Description
Fairmont Hotels & Resorts is where the ******** 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.
Job Description
We are seeking a dedicated Royal Service (Operator) Executive to join our prestigious Royal Service team at Fairmont Mumbai. As the first point of contact for our guests, you will be responsible for supervising personalized and efficient service through telephone communications, ensuring that every guest interaction reflects the highest standards of hospitality.
Key Responsibilities:
1. Telephone Operations Oversight
Ensure all incoming calls are handled promptly, professionally, and courteously by the team. Monitor service levels and coach team members to provide seamless assistance, accurate information, and prompt resolution of guest inquiries and requests.
2. Guest Assistance & Experience Management
Act as the central point of coordination for guest services, ensuring personalized, efficient, and high-quality assistance. Oversee the team’s ability to anticipate guest needs, arrange services, and provide recommendations that enhance the guest experience.
3. Room Service Coordination
Supervise the room service order process, ensuring accuracy, timely delivery, and excellent communication between service staff, kitchen, and guests. Address and resolve any service gaps or delays promptly.
4. VIP & Royal Service Coordination
Manage and ensure flawless execution of services for VIP and special-status guests. Work closely with relevant departments to align on guest preferences and deliver an exceptional, personalized experience with meticulous attention to detail.
5. Issue Resolution & Escalation
Serve as the primary escalation point for guest concerns within Royal Service. Address issues with empathy and professionalism, taking ownership of resolution while ensuring guest satisfaction and service recovery.
6. Information Management & Guest Communication
Ensure that accurate, up-to-date information is consistently provided to guests regarding hotel services, amenities, and local attractions. Lead the team in maintaining proactive, clear, and courteous communication across all touchpoints.
7. Cross-Departmental Coordination
Foster strong collaboration with other departments (Housekeeping, Concierge, F&B, etc.) to ensure timely and coordinated responses to guest requests. Promote a culture of seamless teamwork to deliver outstanding service.
8. Administrative Oversight
Manage administrative functions such as logging guest requests, maintaining accurate records of interactions, updating guest profiles, and compiling reports on service performance and feedback.
9. Training & Development
Mentor and develop Royal Service team members through ongoing coaching, feedback, and training programs. Promote a culture of continuous improvement and service excellence.
10. Service Excellence & Standards Compliance
Champion a guest-first approach by upholding the highest standards of service delivery. Lead by example in anticipating guest needs, resolving concerns, and fostering an environment that consistently exceeds expectations.
Qualifications
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.
Strong Team Management Skills
Additional Information
Our commitment to Diversity & Inclusion:
We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.
