Telecommunications Agent

Mandarin Oriental Hotel Group; Abu Dhabi; On-site; AED 30,000 - 40,000; Full time

Job summary

A leading hotel in Abu Dhabi is seeking a Telecommunications Agent to provide exceptional call handling and service delivery. The role involves answering calls, managing guest requests, and ensuring smooth communication operations. Candidates should possess strong organizational and communication skills, with prior experience in a luxury hotel preferred.

Qualifications

• Minimum 1-year experience in the same role in a luxury hotel is preferred.

Responsibilities

• Answer all incoming calls and connect them to the appropriate extension.
• Handle guests' requests for DND and personal wakeup calls.
• In case of emergency, handle all communications for the hotel.

Skills

Organizational Skills

Communication Skills

Additional Language Skills

Job description

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 guest expectations according to the Emirates Palace Mandarin Oriental policies and procedures. The Telecommunications Agent reports to the Assistant Telecommunications Manager.

As a Telecommunications Agent, you will be responsible for the following duties:

1. 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.
2. Write down messages accurately for our guests and deliver messages in a timely manner.
3. Handle guests' requests for DND (Do Not Disturb) and confidential status.
4. Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.
5. Answer all guest questions/requests in a friendly and caring manner, take appropriate actions or refer the matters to relevant persons to handle. This may include providing information or assistance to make an outside call or handling a complaint.
6. In case of emergency, handle all communications for the hotel whilst serving as the communication center.
7. Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with front office reception all telephone charges to ensure they are billed and collected from guests.
8. Monitor TV channels, outlets, and public area's music to ensure smooth and proper functioning.
9. Keep abreast of the telephone directory, new staff and leavers, emergency procedures, special promotions, and general hotel product knowledge.

As a Telecommunications Agent, we expect from you:

• Excellent organizational and effective communication skills.
• Minimum 1-year experience in the same role in a luxury hotel is preferred.
• Additional language skills will be a benefit.

Company Industry

• Hotels
• Hospitality

Department / Functional Area

• IT Software

Keywords

• Telecommunications Agent

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