Royal Service (Operator) Manager

Job description

As Royal Service Manager, you will lead Fairmont Tokyo's centralized guest communications team, serving as the primary point of contact for guests through telephone and other communication channels. This is a non-guest-facing leadership role responsible for delivering seamless service remotely by managing all incoming calls, guest requests, room service order taking, and internal dispatch coordination. You will oversee the daily operation of Royal Service, ensuring every guest interaction is handled efficiently, professionally, and with genuine care, while developing a high-performing team that provides a true one-stop service experience. Previous leadership experience in Royal Service, PBX, Hotel Call Center or Front Office within a luxury hotel. Strong leadership and people management skills. Excellent verbal communication and problem-solving abilities. Ability to manage multiple priorities in a fast-paced environment. Experience with hotel PMS, PBX/telephony systems, and service optimization tools is preferred. Fluent English communication skills are required; Japanese language skills are highly desirable. Fairmont Tokyo open on July 1, 2025 Exceptional facilities with 217 rooms and suites offering stunning views of Tokyo Tower, the Bay, or the skyline, the Fairmont Gold experience, spa, infinity pool, and outdoor terraces. Discover five restaurants and two bars blending authenticity with modern flair. Our legacy continues in venues for timeless gatherings and celebrations.