Telecommunications Agent

Mandarin Oriental; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading luxury hotel in Abu Dhabi is seeking a Telecommunications Agent to provide exceptional call handling and service delivery. The ideal candidate will have at least one year of experience in a similar role, with strong organizational and communication skills. This position is integral to maintaining the hotel's high service standards and supporting guest requests effectively.

Qualifications

• Minimum 1-year experience in the same role in a luxury hotel is preferred.
• Additional language will be a benefit.

Responsibilities

• Answer and connect all incoming calls efficiently and courteously.
• Deliver messages accurately and timely to guests.
• Handle guest requests for DND and wakeup calls.

Skills

Excellent organizational skills

Effective communication skills

Strong customer service orientation

Multi-language capability

Job description

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 be responsible for 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 areas 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
  
  

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 be responsible for 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 areas 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, 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 will be a benefit
  

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