Operator - Guest Communications Agent - Mandarin Oriental Dubai

Operator - Guest Communications Agent - Mandarin Oriental Dubai; Dubai; On-site; AED 40,000 - 60,000; Full time

Job summary

Mandarin Oriental Jumeira, Dubai is seeking an Operator - Guest Communications Agent to handle guest calls, wake‑up calls, messages, and hotel communications. You will work within Front Office, supporting Reservations and Room Service as needed, including overnight shifts.

The ideal candidate has 2+ years in a luxury hotel setting, fluent English and Arabic, and strong Microsoft Office, PSMS and HotSOS skills to ensure exceptional service throughout guest stay.

Qualifications

• Minimum 2 years in a 5-star hotel environment.
• Minimum 1 year of Telecommunications/Front Office experience.
• Strong command of Microsoft Office products, PSMS, HotSOS.
• Clear communication in English and Arabic, verbal and written.

Responsibilities

• Answer the hotel’s main telephone number and connect guests and colleagues to the correct extension.
• Greet callers with a warm, sincere greeting and take messages accurately.
• Maintain guest request records and communicate with the appropriate departments for resolution.
• Assist Reservations, Front Office and Room Service as needed, including overnight.
• Ensure the Business Centre and office areas are neat and well stocked.

Skills

Bilingual English/Arabic

Customer service

Attention to detail

Multi-tasking

Flexibility with shifts

Education

Senior School qualification or equivalent

Tools

Microsoft Office

PSMS

HotSOS

Job description

Operator - Guest Communications Agent - Mandarin Oriental Dubai

Location: Dubai
Address: Jumeirah Beach Rd

Responsibilities

• Understand and comply with all corporate and hotel policies and standard operating procedures.
• Ensure all business activities and decisions comply with the general law, rules, regulations, and other requirements.
• Fully support all learning and development activities.
• Take all reasonable steps to safeguard stored information and not divulge personal data concerning guests, customers, or colleagues unless authorized.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Carry out any additional duties requested by management related to hotel operational activities.
• Answer the hotel’s main telephone number and connect guests and colleagues to the correct telephone extension.
• Greet all callers with a warm and sincere greeting.
• Carry out wake‑up call procedures to perfection and maintain accurate records.
• Take and retrieve messages, both in voicemail and Springer Miller Host, in the appropriate manner.
• Take messages in writing and ensure delivery.
• Maintain a good working relationship with all departments.
• Assist all departments’ calls when they revert to the board.
• Ensure the Business Centre is kept neat and tidy.
• Ensure sufficient stationery is available at all times.
• Keep tables and chairs clean and ensure keyboards are free of foreign objects.
• Ensure printers are working at all times and contact IT & T when maintenance or ink are needed.
• Empty and dispose of trash.
• Assist Reservations Department, Front Office and Room Service when needed, especially overnight.
• Anticipate and recognize individual guest needs.
• Think clearly, quickly, and maintain concentration and composure to make conscious decisions.
• Monitor telephone system problems and alert pertinent departments to correct them promptly 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 resolution.
• Ensure customer satisfaction from arrival to departure in accordance with MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars, and the respective service standards of MOQA.

Maintain complete knowledge of:

• All hotel features/services and hours of operation.
• All hotel restaurant food concepts, dress code and ambiance.
• All hotel room types, numbers/names, amenities and locations.
• Scheduled daily group activities, names and locations of meeting/banquet rooms.

Skills & Qualifications

• Senior School qualification or equivalent.
• Minimum 2 years’ experience working in a 5‑star hotel environment.
• Minimum 1 year of Telecommunications/Front Office experience.
• Strong command of Microsoft Office products, PSMS, HotSOS.
• Ability to understand guest needs and expectations and to deliver superior customer service.
• Attention to detail and ability to organise and handle multiple tasks effectively.
• Clear communication; effective verbal and written communication skills in English and Arabic.
• Ability to work flexible shifts including evening and overnight.

Position: Operator - Guest Communications Agent (Arabic Speaking)
Employment type: Full time
Property / Office: Mandarin Oriental Jumeira, Dubai
Location: Dubai, United Arab Emirates
Department: Front Office, Non-Management (Experienced)