Luxury Hotel Telecommunications Agent — Guest Experience

Mandarin Oriental Group; Abu Dhabi; On-site; AED 78,000 - 123,000; Full time

Job summary

Emirates Palace Mandarin Oriental, Abu Dhabi is seeking a Telecommunications Agent to provide courteous, efficient call handling and guest service within the Telecommunications Department. You will connect calls, relay messages and support wake-up requests, while upholding the hotel’s standards.

The ideal candidate has luxury hotel experience, a hospitality Diploma, and excellent English with strong communication skills.

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 and excellent interpersonal and communication skills with a focus on delivering personalized guest service
• Fluency in English required; additional languages is an advantage

Responsibilities

• Answer all incoming calls and connect to the appropriate extension in an efficient, friendly and caring manner according to Emirates Palace Mandarin Oriental standards
• Write down messages accurately for guests and deliver messages in a timely manner
• Handle guests' requests for DND (Do Not Disturb) and confidential status
• Handle personal wakeup call requests for guests and group/crew wakeups
• Answer guest questions and requests in a friendly and caring manner or refer to relevant colleagues to handle
• In case of emergency, act as the hotel's communications center
• Keep a complete record of each DDD and IDD and coordinate with front office to ensure charges are billed and collected
• Monitor TV channels and outlets' music in public areas to ensure smooth operation
• Stay abreast of telephone directory, staff changes, emergency procedures and hotel product knowledge

Skills

Interpersonal skills

Communication skills

Guest service

English fluency

Education

Diploma in Hospitality Management

Job description

Emirates Palace Mandarin Oriental, Abu Dhabi is seeking a Telecommunications Agent to provide courteous, efficient call handling and guest service within the Telecommunications Department. You will connect calls, relay messages and support wake-up requests, while upholding the hotel’s standards.

The ideal candidate has luxury hotel experience, a hospitality Diploma, and excellent English with strong communication skills.