Job Description

- Answer all incoming telephone calls promptly, professionally, and courteously in accordance with hotel standards.
- Handle all guest calls requests efficiently, accurately, and with a friendly attitude.
- Provide guests with information regarding hotel facilities, services, restaurants, operating hours, and local information.
- Receive, record, and coordinate guest requests such as transportation, wake-up calls, babysitting, housekeeping, maintenance, room service, and other hotel services.
- Transfer and route calls to the appropriate department or colleague accurately and efficiently.
- Take and relay messages for guests and colleagues, ensuring all information is recorded correctly and delivered promptly.
- Maintain accurate records of guest requests, complaints, messages, and follow-up actions in the hotel system and/or Royal Service log.
- Follow up on guest requests to ensure they have been completed to the guest's satisfaction.
- Respond to guest complaints and inquiries professionally, resolving issues within the scope of responsibility and escalating them to the appropriate supervisor or manager when required.
- Ensure all guest interactions are handled with discretion, confidentiality, professionalism, and respect.
- Coordinate closely with Front Office, Housekeeping, Engineering, Food & Beverage, Concierge, Security, and other departments to ensure timely resolution of guest requests.




- Assist with emergency calls and follow established hotel procedures for emergencies and security-related situations.
- Manage wake-up call requests accurately and ensure calls are placed at the requested time.
- Maintain the Telephone Operator/Royal Service logbook and prepare shift reports as required.
- Monitor and respond to internal communication systems, guest service platforms, and hotel communication channels.
- Ensure all pending requests are properly communicated during shift handover to ensure continuity of service.
- Maintain a thorough knowledge of hotel facilities, room types, services, promotions, outlets, and current hotel information.
- Ensure all guest information and requests are handled accurately and entered into the appropriate system.
- Maintain a professional and courteous telephone manner at all times.
- Assist in maintaining effective communication between guests, departments, and management.
- Ensure quality and consistency in all aspects of guest service in accordance with the hotel's standards.
- Adhere to the hotel's Procedures & Standards Manual, telephone etiquette standards, and Royal Service procedures.
- Maintain a clean, organized, and qualified work area.
- Report any technical issues with telephone systems, communication equipment, or guest service systems to the appropriate department.
- Assist with administrative duties related to Royal Service and telephone operations when required.
- Carry out any other duties and responsibilities that naturally fall within the reasonable expectations of the position.

📌 Royal Service Associate - Fairmont Mumbai and Roswyn, A Morgans Originals Hotel
🏢 FAIRMONT
📍 Mumbai