Telecommunications Agent

Mandarin Oriental; Abu Dhabi; On-site; AED 36,000 - 60,000; Full time

Benefits offered by this job

Learning & Development

MOstay

Health & Colleague Wellness

Retirement Plans

Job summary

Emirates Palace Mandarin Oriental, Abu Dhabi is seeking a Telecommunications Agent to join our Telecommunications team. Based in the Telecommunications Department, you will provide courteous, efficient call handling and service delivery to meet guest expectations.

You will answer calls, relay messages, manage wakeup services, assist with DND requests, and act as the hotel communications centre during emergencies, ensuring flawless guest experiences.

Qualifications

• Previous luxury hotel experience in a similar role.
• Certification or Diploma in Hospitality Management preferred.
• Strong interpersonal and communication skills with a focus on delivering personalized guest service.
• Fluency in English required; additional languages an advantage.

Responsibilities

• Answer all incoming calls and connect them to the appropriate extension according to Emirates Palace Mandarin Oriental standards.
• Write down and deliver guest messages promptly and accurately.
• Handle guests' requests for DND and confidential status.
• Manage wakeup calls for guests and group/crew wakeups as required.
• Answer guest questions or refer matters to relevant persons; handle complaints as needed.
• In emergencies, act as the hotel communications centre.
• Keep a complete record of DDD and IDD calls, and supervise telephone charges with front office to ensure proper billing.
• Monitor TV channels and outlets' and public area music for smooth operation.
• Stay informed about staff changes, emergency procedures, promotions and general hotel knowledge.

Skills

Interpersonal communication

Guest service

Telephone handling

English fluency

Education

Hospitality certifications/ Diploma

Job description

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

About the Job

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

Responsibilities

• Answer all incoming calls and connect them to the appropriate extension efficiently, 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 action or refer matters to relevant persons as needed; this may include providing information or assistance, making outside calls or handling complaints
• In case of emergency, handle all communications for the hotel whilst serving as the communication centre
• Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial)
• Coordinate with front office reception regarding all telephone charges to ensure they are billed and collected from guests
• Monitor TV channels as well as outlets' and public area music to ensure smooth and proper functioning
• Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge

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 is required; additional languages are an advantage

Benefits

• 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.
• Health & 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.