Assistant Manager-Royal Service

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