Royal Service Associate – Hotel Guest Services

About the role

The Royal Service Associate provides front‑line telephone support for guests at Fairmont Mumbai and Roswyn. You will answer calls promptly, deliver accurate information, and coordinate guest requests to ensure a seamless stay.

Key responsibilities

• Answer all incoming telephone calls courteously and in line with hotel standards.
• Provide guests with details on hotel facilities, services, restaurants, operating hours and local attractions.
• Record, coordinate and follow up on guest requests such as transportation, wake‑up calls, babysitting, housekeeping, maintenance and room service.
• Transfer calls to the appropriate department and take accurate messages for guests and colleagues.
• Maintain accurate logs of guest requests, complaints and follow‑up actions in the hotel system or Royal Service logbook.
• Respond to guest complaints within your scope and escalate when necessary.
• Assist with emergency calls and follow hotel security procedures.
• Prepare shift reports and maintain the Telephone Operator/Royal Service logbook.

Required profile

• Professional telephone etiquette and clear communication skills.
• Ability to handle multiple guest requests efficiently and with a friendly attitude.
• Strong attention to detail and accurate record‑keeping.
• Discretion, confidentiality and respect in all guest interactions.
• Team‑oriented mindset to coordinate with Front Office, Housekeeping, Engineering, F&B, Concierge and Security.

Required skills