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Royal Service Agent

The Fairmont Norfolk is a historic hotel in Nairobi, Kenya and is owned by the luxury hotel chain, Fairmont Hotels and Resorts. The hotel has 170 rooms, 4 restaurants, and consists of 5 main blocks, each ranging from 1 to 2 stories high. The hotel has a signature Tudor style of architecture that has been maintained since its original construction.
Job Description

The Royal Service Agent is the heart beat of the hotel operation.  Reporting to the Assistant Front Office Manager, responsibilities and essential job functions include but are not limited to the following:  

  • Handle all Guest requests promptly and efficiently.
  • Communicate internal and external Guest requests via “Royal Service” software. 
  • Maintain and monitor the “Royal Service” software system. 
  • Ensure all requests logged in “Royal Service” software are followed up according to the hotel’s standards. 
  • Provide information on hotel services. 
  • Promote internal outlets (Restaurants…). 
  • Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering. 
  • Maintain an excellent relationship with all departments, in particular Housekeeping, Front Office and Engineering. 
  • Maintain accurate records of all internal and external Guest requests and follow-up with the necessary department and/or Guests in the pre-determined time frame. 
  • Maintain excellent communication within the Royal Service department as well as with all other departments. 
  • Provide Guests with in room communication tools (fax, printer…) and ensure correct set up. 
  • Handle and distribute faxes, voice messages and written messages for internal and external Guests. 
  • Have full knowledge of the hotel’s emergency procedures. 
  • Maintain a safe working environment. 
  • Assist Front Office with administrative duties as required. 
  • Participate in meetings. 


  • Fluency in English required (verbal & written). 
  • Strong telephone skills. 
  • Excellent telephone manners, telephone voice. 
  • Strong typing and clerical skills, organized and detail oriented. 
  • Strong interpersonal skills.  
  • A hospitality diploma is an asset. 
  • Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and Windows, MS Office Suite an asset. 
  • Prior experience in customer service an asset. 
  • A passion for guest service. 
  • Excellent team spirit. 
  • Ability to handle many conflicting priorities at any given time. 
  • Able to work well under pressure. 
  • Must be willing to work shifts (incl. Night shifts). 
  • Knowledge of a third language an asset. 

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