All Accor

Global hotel management, franchising, loyalty program

Agent Royal Service

Hotel Guest ServicesUpdated on Nov 11

Full-timeRabat, MoroccoNo salary listedIn-person

About the Job

Requirements

A Bac+2 qualification in Hotel Management, Tourism, or an equivalent field is required.
At least 2 years of experience in Reception, Royal Service, Reservations, or Customer Service is required; luxury-hotel experience is preferred.
Proficiency in the Opera property management system and Microsoft Office tools is required.
Fluency in French and English is required.
Availability for flexible schedules, including weekends and public holidays, is required.
The role requires strong customer-service communication, the ability to handle multiple requests calmly and efficiently, teamwork, organization, and attention to detail.

Responsibilities

Provide professional, courteous, personalized service in line with Fairmont standards.
Respond efficiently to guest calls and requests.
Record and follow up on guest requests in the property management system.
Manage wake-up calls, messages, and concierge requests.
Make reservations for restaurants, activities, and hotel services.
Inform guests about the property's facilities, services, and experiences.
Coordinate with different departments to ensure optimal follow-up on guest requests.
Follow operational and safety procedures and Fairmont quality standards.

Desired Qualifications

Luxury-hotel experience is preferred.

Description du poste

L'Agent Royal Service est un véritable ambassadeur du Fairmont La Marina Rabat-Salé. Il/Elle assure un service personnalisé, chaleureux et anticipatif, en répondant efficacement aux demandes des clients et en veillant à leur offrir une expérience d'exception.

Principales missions :

Offrir un service professionnel, courtois et personnalisé, conforme aux standards Fairmont.
Répondre avec efficacité aux appels et aux demandes des clients.
Enregistrer et assurer le suivi des demandes des clients dans le système de gestion hôtelière (PMS).
Gérer les wake-up call, les messages et les demandes de conciergerie.
Effectuer les réservations de restaurants, d'activités et des différents services de l'hôtel.
Renseigner les clients sur les installations, les services et les expériences proposés par l'établissement.
Assurer la coordination avec les différents départements afin de garantir un suivi optimal des demandes.
Respecter les procédures opérationnelles, de sécurité et les standards de qualité Fairmont.

Qualifications

Bac+2 en Gestion Hôtelière, Tourisme ou équivalent.
Minimum 2 ans d'expérience en Réception, Royal Service, Réservations ou Service Client, idéalement en hôtellerie de luxe.
Excellente communication et sens du service client.
Capacité à gérer plusieurs demandes simultanément avec calme et efficacité.
Esprit d'équipe, sens de l'organisation et souci du détail.
Maîtrise du PMS Opera et des outils Microsoft Office.
Maîtrise obligatoire du français et l'anglais.
Disponibilité pour travailler en horaires flexibles, y compris les week-ends et jours fériés.

Informations supplémentaires

Notre Engagement Diversité & Inclusion :
Nous sommes une entreprise inclusive et notre ambition est d’attirer, de recruter, et de promouvoir la diversité des talents.

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size: 10,001+
Company stage: IPO
Headquarters: Issy-les-Moulineaux, France
Founded: 1967

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