Royal Service Agent – Luxury Hospitality

About the role

We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Royal Service Agent. Reporting to the Guest Service Manager, you will act as the communication hub of the resort, delivering seamless, timely, and personalized service throughout the guest journey.

Key responsibilities

• Respond promptly to guest calls, emails, and messaging platforms, providing friendly and professional service.
• Manage pre‑arrival, in‑stay, and post‑stay guest inquiries, requests, and concerns with ownership and timely follow‑up.
• Coordinate guest requests with Front Office, Housekeeping, F&B, Spa, Recreation, Security and other departments to ensure consistent service delivery.
• Handle guest complaints and service recovery situations with empathy, escalating when necessary.
• Provide accurate information and recommendations on Bermuda attractions, restaurants, transportation, and activities.
• Maintain accurate documentation of guest communications, preferences, and resolutions in hotel systems.

Required profile

• High school diploma or equivalent; hospitality training is an asset.
• Minimum 1 year of experience in customer‑service, guest relations, front office or call‑centre roles, preferably in a luxury hotel or resort.
• Exceptional interpersonal and communication skills, with a solutions‑oriented mindset.
• Ability to multitask, stay organized and remain composed in a fast‑paced environment.
• Professional appearance and demeanor consistent with luxury service expectations.

Required skills

• Proficiency with Microsoft Office applications.
• Ability to learn and use Property Management Systems (PMS) and guest‑messaging platforms.
• Computer literacy and strong written English skills.

What we offer

• Complimentary room upgrades and extended stays.
• Discounted rates across Fairmont & Raffles properties.
• Special dining and wellness discounts.
• Inclusive, diverse team environment with comprehensive benefits.