Royal Service Agent (F/M/X)

About the role

Fairmont La Hacienda, a 5-star luxury resort on the San Roque coast near Sotogrande, is hiring a Royal Service Agent. The agent acts as the main communication link between guests and all hotel departments, delivering personalized, anticipatory service in line with Forbes Travel Guide and LQA standards. The position is full-time.

Key responsibilities

• Answer internal and external calls with polished telephone etiquette and give accurate information on services, facilities and promotions.
• Process wake-up calls, manage in-room dining orders, respond to housekeeping and turndown requests, and coordinate maintenance requests with Engineering.
• Assist with concierge queries such as restaurant recommendations, transport and ticket bookings.
• Log, track and close guest requests in property management systems (Opera, Rainbow, ALICE) and monitor emergency calls.
• Build and update guest profiles, prepare VIP arrival reports and collaborate with Butler, Guest Experience and Rooms Division teams.
• Take part in interdepartmental projects such as presentations, guest services guides and SOP documentation, and support guest satisfaction and brand training initiatives.
• Carry out clerical and back-office work: filing, printing, tracking feedback, compiling reports and updating databases.

Required profile

• Fluent English; Spanish fluency is required and additional languages are an advantage.
• Minimum 2 years of front office experience; post-secondary education in Travel and Tourism is a plus.
• Previous experience in a luxury hotel is preferred.
• Ability to handle many tasks and guest requests, work independently and under pressure, and maintain discretion.

Required skills

• Hotel systems: Opera, ALICE, HotSOS, Microsoft Office Suite.
• Knowledge of Opera or Opera Cloud is an asset; experience with a hotel loyalty program is an asset.
• Windows computer proficiency (Word, Excel, PowerPoint).

What we offer

• Competitive salary and benefits.
• Discounted hotel rooms and food and beverage rates at sister properties worldwide.
• Learning programs through the company's Academies.