Royal Service Agent

Your knowledge of the hotel and the technical skill you display when responding to Guest telephone calls will prove you truly are a Fairmont professional. As a Royal Service Agent at the Fairmont The Norfolk, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.


What is in it for you:

Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies and the opportunity to earn qualifications while you work
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

Reporting to the Royal Service Supervisor, responsibilities and essential job functions include but are not limited to the following:

Consistently offer professional, friendly and engaging service
Proudly promote the hotel facilities, looking for opportunities to enhance and add a personalized experience
Processing all external and internal calls by redirecting calls or directly assisting the caller
Answer email and texting inquiries in a timely manner
Pre-arrival communication email templates
Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
Maintaining accurate records of guest calls to maintain data integrity
Assist guests regarding hotel facilities in an informative and helpful way
Follow department policies, procedures and service standards
Liaise with Sales and other departments as required
Understanding of the hotel’s emergency procedures and dispatching as required
Follow all safety policies
Other duties as assigned

Your experience and skills include:

Previous customer related experience an asset
Must possess outstanding guest services skills and sophisticated verbal communication skills
Computer literate in Microsoft Window applications required
Prior experience working with Opera or a related system an asset
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to work well under pressure in a fast paced environment
Ability to work cohesively with fellow colleagues as part of a team
Flexibility to work weekends and holidays as needed
Ability to focus attention on guest needs, remaining calm and courteous at all times
Adhere to Fairmont The Norfolk Grooming Guidelines


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About Fairmont Hotels & Resorts

The Fairmont Norfolk is a historic hotel in Nairobi, Kenya and is owned by the luxury hotel chain, Fairmont Hotels and Resorts. The hotel has 170 rooms, 4 restaurants, and consists of 5 main blocks, each ranging from 1 to 2 stories high. The hotel has a signature Tudor style of architecture that has been maintained since its original construction.