Royal Service Agent

About the role

Reporting to the Assistant Front Office Manager, the Royal Service Agent consistently delivers professional, engaging and proactive guest service while supporting fellow colleagues at Hamilton Princess & Beach Club, Bermuda's premier luxury urban resort.

Key responsibilities

• Provide courteous and proactive telephone assistance to guests, handling enquiries promptly and pleasantly.
• Direct guests to hotel groups, events and activities, ensuring they are aware of on‑site offerings.
• Coordinate remedial duties with Housekeeping, Maintenance, Laundry, Concierge, Front Desk and Bell Desk as required.
• Monitor the fire panel, emergency phone line and internal radio system, liaising with Security and other departments.
• Process guest messages, wake‑up calls and incoming faxes accurately and in a timely manner.
• Participate in hotel committees and adhere strictly to Health & Safety protocols, especially during epidemics.
• Perform any additional duties assigned within the department.

Required profile

• Excellent communication skills and telephone etiquette.
• Experience in a luxury hotel environment is strongly preferred.
• Ability to work independently, stay calm under pressure and make sound decisions.
• Strong interpersonal, organizational and time‑management abilities.
• Energetic, enthusiastic, self‑motivated and a charismatic team player.
• Fluency in a second language is an asset.
• Willingness to work shifts, evenings, weekends and public holidays.