Guest Experience & Communications Specialist

Mandarin Oriental; Dubai; Presencial; AED 60.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Learning & Development

MOstay

Wellness program

Competitive salary

Descripción de la vacante

Mandarin Oriental Jumeira, Dubai seeks a Guest Communications Agent to support the Front Office team. You will answer calls, greet guests, manage wake-up calls, messages, and coordinate with Reservations, Restaurants, and Room Service.

The role emphasizes guest recognition, reliability, and adherence to MOHG standards in a luxurious setting. The position offers opportunities for learning and professional development within a globally renowned luxury group and a strong focus on delivering MOHG

Responsabilidades

• Answer hotel’s main telephone number and connect guest and colleagues to the correct telephone extension.
• Greet all callers with warm and sincere greeting.
• To carry out wake-up call procedures to perfection and maintain accurate and appropriate records
• To take and retrieve messages, both in Voicemail, in the appropriate manner.
• To maintain a good working relationship with all departments
• To make sure to assist all departments’ calls when they revert to the board
• Assist Reservations, Restaurant Department, Front Office and Room Service when needed but especially overnight
• Anticipate and recognize individual guest needs
• Monitor telephones system problems and alert pertinent departments in an effort to correct said problems in an expedited manner to prevent guest dissatisfaction
• Pass on requests in a timely and accurate manner to appropriate colleagues
• Communicate with security as necessary in the event of an emergency
• Document all guest requests, complaints or problems immediately and notify designated department/ personnel for resolving the situation
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA
• Maintain complete knowledge of: All hotel features/services, hours of operations; All hotel restaurant food concepts, dress code and ambiance; All hotel room types, number /names, amenities and locations; Scheduled daily group activities, names and locations of meeting/banquet rooms

Descripción del empleo

Mandarin Oriental Jumeira, Dubai seeks a Guest Communications Agent to support the Front Office team. You will answer calls, greet guests, manage wake-up calls, messages, and coordinate with Reservations, Restaurants, and Room Service.

The role emphasizes guest recognition, reliability, and adherence to MOHG standards in a luxurious setting. The position offers opportunities for learning and professional development within a globally renowned luxury group and a strong focus on delivering MOHG