Lux Hospitality Telecom Agent — Elite Guest Communications

Mandarin Oriental Hotel Group Limited; Abu Dhabi; On-site; AED 100,000 - 145,000; Full time

Job summary

Emirates Palace Mandarin Oriental, Abu Dhabi is seeking a Telecommunications Agent to join the Telecommunications team. Based at the Emirates Palace property, the role delivers courteous, efficient call handling and service delivery to meet guest expectations.

You will handle wake-up calls, messages, DND requests, emergency communications, and billing coordination with front office. Fluency in English is required; additional languages are a plus. Previous luxury-hotel experience is essential.

Qualifications

• Previous experience in the same role in a luxury hotel is required, resort experience is a plus.
• Certification or Diploma in Hospitality Management is preferred.
• Strong interpersonal and communication skills with a focus on personalized guest service.
• Fluency in English required; additional languages are an advantage.

Responsibilities

• Answer all incoming calls and connect to appropriate extensions in a courteous, efficient manner.
• Write down messages accurately and deliver them promptly to guests.
• Handle DND requests and confidential status for guests.
• Manage wakeup calls for individual and group guests as requested.
• Respond to guest questions and requests, provide information or escalate as needed.
• In emergencies, act as the hotel communications centre.
• Record DDD/IDD and coordinate with front office on telephone charges.
• Monitor TV channels and outlets' music for smooth operation.
• Maintain knowledge of staff, procedures and hotel product offerings.

Skills

Interpersonal skills

Communication skills

English fluency

Additional languages

Education

Diploma or Certification in Hospitality Management

Job description

Emirates Palace Mandarin Oriental, Abu Dhabi is seeking a Telecommunications Agent to join the Telecommunications team. Based at the Emirates Palace property, the role delivers courteous, efficient call handling and service delivery to meet guest expectations.

You will handle wake-up calls, messages, DND requests, emergency communications, and billing coordination with front office. Fluency in English is required; additional languages are a plus. Previous luxury-hotel experience is essential.