Royal Service Agent – Luxury Hotel Guest Relations

About the role

The Royal Service Agent is the primary communication hub between guests and all hotel departments at Fairmont La Hacienda Costa del Sol. You will deliver highly personalized, anticipatory service that meets Forbes Travel Guide and LQA standards, ensuring every guest interaction feels warm, efficient, and luxurious.

Key responsibilities

• Answer all internal and external calls with impeccable telephone etiquette and brand‑aligned greetings.
• Process wake‑up call requests accurately and confirm details.
• Manage in‑room dining orders, capture preferences, and coordinate timely delivery with the kitchen.
• Respond to housekeeping and turndown requests, ensuring follow‑up and closure.
• Handle maintenance requests, coordinate with Engineering, and keep guests updated.
• Assist with concierge queries such as restaurant recommendations, transportation, and ticket bookings.
• Log, track, and close guest requests using property management systems (Opera, Rainbow, ALICE).
• Monitor emergency calls and critical situations in line with hotel protocols.
• Uphold Forbes 5‑Star and LQA service standards with polished, empathetic communication.

Required profile

• Exceptional verbal communication and telephone etiquette.
• Strong attention to detail and discretion.
• Deep understanding of luxury hospitality service philosophy.
• Ability to remain calm, composed, and efficient under pressure.
• High emotional intelligence and empathy.

Required skills

• Opera property management system.
• Rainbow property management system.
• ALICE service platform.