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.