Telecommunications Agent

About Emirates Palace Mandarin Oriental

Mandarin Oriental operates some of the world's most prestigious luxury hotels and residences across prime locations, renowned for exemplary service inspired by Asian heritage and delivering cutting-edge luxury experiences. Emirates Palace Mandarin Oriental in Abu Dhabi epitomizes Arabian luxury with its private 1.3km beach, landscaped pools, and marina overlooking a bay, featuring 390 lavish rooms and suites and large conference facilities, ideal for exceptional holidays or high-profile events.

Role Overview

As Telecommunications Agent based at Emirates Palace Mandarin Oriental, your primary duty is to provide courteous and efficient call handling and service that meets and exceeds guest expectations according to hotel policies. Reporting to the Assistant Telecommunications Manager, you serve as a key member of the Telecommunications team.

Key Responsibilities

• Answer all incoming calls promptly and connect them to the correct extension with friendliness and professionalism per hotel standards.
• Accurately record and promptly deliver messages to guests.
• Manage guest requests regarding Do Not Disturb (DND) and confidential status.
• Handle personal wakeup call requests and coordinate automatic wakeup calls for groups and crew per luxury quality accreditation (LQA) standards.
• Respond to guest inquiries and requests with care, taking appropriate action or referring to relevant personnel when necessary, including facilitating outside calls or addressing complaints.
• Serve as the primary communication center during emergencies, managing all hotel communications effectively.
• Maintain precise records of Domestic Direct Dial (DDD) and International Direct Dial (IDD) calls, coordinating with front office to ensure billing and collection.
• Monitor TV channels and background music in outlets and public areas to ensure optimal function.
• Stay informed on telephone directories, staff changes, emergency protocols, promotions, and hotel product knowledge.

Candidate Requirements

• Prior experience in a similar telecommunications role within a luxury hotel is essential; resort experience is advantageous.
• Certification or diploma in Hospitality Management is preferred.
• Excellent interpersonal and communication skills with an emphasis on personalized guest service.
• Proficient fluency in English is mandatory; knowledge of additional languages is a plus.

Employee Benefits

• Comprehensive learning and development programs designed to support career progression.
• MOstay program offering complimentary or discounted accommodations worldwide for employees and their families.
• Numerous health and wellness initiatives promoting work-life balance and overall wellbeing.
• Retirement plans tailored to service duration and role within the company.