Telecommunications Agent

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

About the job

Emirates Palace Mandarin Oriental, Abu Dhabi is looking for a Telecommunications Agent to join our Telecommunications team.

Are you a master of craft?Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Emirates Palace Mandarin Oriental, Abu Dhabi is the definition of an unrivalled Arabian fantasy. From a 1.3km pristine private beach, landscaped pools and a private marina overlooking a natural bay, the hotel is located in the heart of Abu Dhabi and perfect for a once-in-a-lifetime holiday or for events and meetings that make a statement, with some of the city’s largest hotel conference centers. Emirates Palace, Abu Dhabi offers award-winning 5-star luxury hospitality and authentic local experiences with 390 luxurious rooms and suites along with award-winning culinary cuisines.

About the job

Based at the Emirates palace Mandarin Oriental, Abu Dhabi within the Telecommunications Department, the Telecommunications Agent is responsible for to providing courteous, efficient call handling and service delivery in a prompt and clear manner to meet and exceed guest expectations according to the Emirates Palace Mandarin Oriental policies and procedures. The Telecommunications Agent reports to the Assistant Telecommunications Manager.

As Telecommunications Agent, you will beresponsiblefor the following duties:

• Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Emirates Palace Mandarin Oriental standards
• Write down messages accurately for our 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 according to the LQA standard and automatic wakeup call requests for group and crew guests
• Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call or handling a complaint, etc.
• In case of emergency, to handle all communications for the hotel whilst serving as the communication center
• Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial) Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests
• Monitor TV channels in addition to outlets' and public area's music to ensure smooth and proper functioning
• In case of emergency, handle all communications for the hotel whilst serving as the communication center
• Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge

As Telecommunications Agent, weexpectfrom you:

• 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

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

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