Guest Communications Agent, Telephones (Russian Speaking)

Mandarin Oriental Hotel Group; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hotel group in Dubai is seeking a Guest Communications Agent to ensure guest satisfaction through excellent communication and service. The role involves greeting guests, managing calls, and assisting in emergencies while maintaining high standards in a luxury environment. Ideal candidates will have experience in telecommunications and a strong commitment to service excellence.

Qualifications

• Minimum of 2 years of experience in a luxury hotel environment.
• Minimum of 1 year of Telecommunications or Front Office experience.
• Proficiency in Microsoft Office, PSMS, and HotSOS.

Responsibilities

• Ensuring guest satisfaction by greeting guests warmly and anticipating needs.
• Answering the hotel's main telephone line and connecting calls appropriately.
• Documenting guest requests and notifying relevant departments for resolution.

Skills

Guest Satisfaction

Communication

Decision Making

Tools

Microsoft Office

PSMS

HotSOS

Job description

Based at the Mandarin Oriental Jumeira, Dubai within the Telecommunications Department, the Guest Communications Agent is responsible for ensuring guest satisfaction by greeting guests warmly, recognizing and anticipating individual needs, and following up effectively. The Telecommunication Operator assists guests and colleagues in emergency situations by distributing emails, alerts, and messages promptly.

The Guest Communications Agent reports to the Guest Communications Supervisor.

Responsibilities include:

• Understanding and complying with all corporate and hotel policies and standard operating procedures.
• Ensuring all business activities adhere to the MOHG Code of Conduct and relevant laws and regulations.
• Supporting all learning and development activities.
• Safeguarding stored information and not disclosing personal or confidential data without proper authorization.
• Supporting policies related to Safety, Soundness, and Sustainability at Mandarin Oriental.
• Performing additional duties as assigned, such as preparing Oshibori towels.
• Answering the hotel's main telephone line and connecting calls appropriately.
• Greeting callers warmly and professionally.
• Carrying out wake-up call procedures accurately and maintaining records.
• Taking and delivering messages in various formats.
• Maintaining good relationships with all departments.
• Assisting other departments, especially overnight shifts, as needed.
• Anticipating and recognizing individual guest needs.
• Making quick, clear decisions while maintaining composure.
• Monitoring telephone systems and reporting issues promptly.
• Passing on requests accurately and timely.
• Communicating with security during emergencies.
• Documenting guest requests, complaints, or problems immediately and notifying relevant departments for resolution.
• Ensuring guest satisfaction from arrival to departure, aligned with MOHG's standards and service pillars.
• Maintaining comprehensive knowledge of hotel features, services, and operations.

Candidate requirements:

• Minimum of 2 years of experience in a luxury hotel environment.
• Minimum of 1 year of Telecommunications or Front Office experience.
• Proficiency in Microsoft Office, PSMS, and HotSOS.

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