Royal Service Agent

Job Description

We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Royal Service Agent. The Royal Service Agent reports to the Guest Service Manager and plays a pivotal role as the communication hub of the resort, delivering seamless, timely, and personalized service throughout the guest journey. This role supports guests before arrival, throughout their stay, and following departure by managing inquiries, requests, and concerns while coordinating closely with Guest Services and hotel departments. The Royal Service Agent ensures every guest feels welcomed, valued, and understood while consistently delivering Fairmont luxury and Forbes-level service. 

Key Responsibilities  

Guest Communication & Service 

• Respond promptly to guest calls, emails, and guest messaging platforms, ensuring friendly, professional, and engaging service at all times. 

• Manage pre-arrival, in-stay, and post-stay guest inquiries, requests, and concerns with accuracy, ownership, and timely follow-up. 

• Provide accurate information regarding hotel facilities, outlets, amenities, activities, events, services, and operating hours. 

• Anticipate guest needs, recognize preferences, and provide thoughtful recommendations and solutions to enhance the guest experience. 

• Handle guest complaints and service recovery situations with confidence, empathy, and a solutions-focused approach, escalating concerns when appropriate. 

• Maintain professional and engaging telephone and written communication consistent with luxury service expectations. 

Guest Services & Coordination 

• Support the Guest Services team by coordinating guest requests and ensuring appropriate follow-up from initial contact through completion. 

• Coordinate seamlessly with Front Office, Welcome Ambassadors, Housekeeping, Engineering, F&B, Spa, Recreation, Security, and other departments to ensure timely and consistent service delivery. 

• Accurately document guest requests, concerns, preferences, and resolutions within the appropriate hotel systems. 

• Monitor outstanding requests and follow up with the appropriate departments and guests to ensure timely completion. 

• Communicate VIP, special-attention, and important guest preference information to the appropriate teams to support personalized service. 

• Support the Guest Services team during peak periods, including assisting with room checks, check-ins, check-outs, and other operational needs. 

Concierge Services & Resort Expertise 

• Provide accurate information and recommendations regarding Bermuda attractions, restaurants, transportation, activities, events, and points of interest. 

• Assist with reservations and arrangements for restaurants, transportation, excursions, spa appointments, golf, recreation, and other resort or local experiences as required. 

• Maintain strong knowledge of resort facilities, amenities, services, promotions, events, and operational hours. 

Operational Excellence 

• Maintain the Royal Service work area and equipment in an organized, professional, and well-maintained condition. 

• Follow all departmental SOPs, LSOPs, Fairmont brand and Forbes standards, and established safety, security, confidentiality, and emergency procedures. 

• Maintain accurate and timely documentation of guest communications, requests, concerns, and resolutions. 

• Ensure all guest information is handled with discretion and in accordance with privacy and confidentiality requirements. 

• Contribute to a positive team environment through communication, reliability, flexibility, and support during high-volume periods. 

Other Duties & Responsibilities 

• Perform other duties and responsibilities as assigned by management to support the overall operations of the hotel and ensure an exceptional guest experience. 

Qualifications

What will you bring to this role? 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions: ·

Education 

• High school diploma or equivalent required; hospitality training or coursework is an asset. 

Experience 

• Minimum 1 year of experience in a customer-service, guest relations, front office, call-centre, or other guest-facing role. 

• Previous guest relations, front office, luxury hotel, or resort experience preferred. 

Competencies, Knowledge & Skills

• Exceptional guest-service, interpersonal, and communication skills. 

• Professional and engaging telephone and written communication skills. 

• Ability to take ownership of guest requests and follow through to resolution. 

• Ability to multitask, remain organized, and stay composed in a fast-paced environment. 

• Strong problem-solving abilities with a guest-focused and solutions-oriented mindset. 

• Knowledge of Bermuda attractions, culture, restaurants, transportation, and activities—or willingness to learn quickly. 

• Proficient in reading, writing, and speaking English. 

• Computer literate with proficiency in Microsoft Office applications and the ability to learn PMS, guest messaging, and other hotel systems. 

Personal Attributes, Culture & Values 

• Embrace the Fairmont brand promise and luxury in your role and in all your interactions. 

• Foster an inclusive environment where every individual feels valued and respected 

Other Requirements 

• Flexibility to work varying schedules including days, evenings, weekends, overnight shifts, and public holidays. 

• Ability to remain calm and professional when handling challenging guest situations or high-volume periods. 

• Professional appearance and demeanor consistent with luxury service expectations. 

• Ability to work effectively as part of a team and collaborate with colleagues across all hotel departments. 

• Ability to respond appropriately to safety, security, and emergency situations. 

• Commitment to maintaining guest privacy and confidentiality. 

Additional Information

Employee Benefits:

Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Add any other benefits relevant to your property.

What’s in it for you?

As part of Accor, a global hospitality leader with over 5,500 hotels worldwide, you’ll enjoy:

• Opportunities for growth and development, mentorship, and international mobility
• Health insurance, retirement savings plans, and comprehensive wellness programs
• Worldwide travel discounts and preferred rates across the Accor portfolio
• A supportive, inclusive culture grounded in respect, teamwork, and professional development

Start your journey with us today and explore the possibilities! #BeLimitless

Our Values

Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging: We celebrate our differences. We support each other and we always stand together.

Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity: We build trust through mutual respect and being authentic.

Your team and working environment:

Fairmont Southampton is a premier luxury resort and regarded as a leader in the hospitality industry.  Our mission is to turn moments into memories for our Guests.  An exciting hospitality career awaits you if you are committed to providing our Guests with an authentically local experience through providing warm and engaging service.

Our Heartists work cohesively as part of the team in a demanding, multi-cultural diverse environment.

Our commitment to Diversity & Inclusion:

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team