Telecommunications Agent

About Mandarin Oriental and Emirates Palace, Abu Dhabi

Mandarin Oriental operates an award-winning portfolio of luxury hotels, resorts, and residences worldwide, renowned for blending legendary service inspired by Asian heritage with cutting-edge luxury experiences. Located in the heart of Abu Dhabi, Emirates Palace Mandarin Oriental is a pinnacle of Arabian luxury featuring 390 elegant rooms and suites, a 1.3km private beach, landscaped pools, and a private marina. The property hosts significant events with some of the city's largest conference centers and offers guests authentic local experiences alongside world-class hospitality.

Role Overview

We are seeking a Telecommunications Agent to join the Telecommunications Department at Emirates Palace Mandarin Oriental, Abu Dhabi. This position entails providing courteous and effective call handling and service, ensuring prompt and clear communication that meets or exceeds guest expectations as outlined by hotel policies.

Key Responsibilities

• Efficiently answer and route incoming calls to the appropriate extensions with friendliness and professionalism, maintaining hotel standards.
• Accurately record and promptly deliver messages to guests.
• Manage guest requests such as Do Not Disturb (DND) and confidential statuses.
• Coordinate personal wake-up calls for guests according to Leading Quality Assurance (LQA) standards, including automatic calls for groups and crew.
• Address guest inquiries and requests with a helpful and caring attitude, taking necessary actions or escalating to relevant departments when required.
• Act as the communication center during emergencies, handling all related communications for the hotel.
• Maintain detailed logs of Domestic Direct Dial (DDD) and International Direct Dial (IDD) calls and work with front office to ensure billing and collection.
• Oversee the proper functioning of television channels and music in outlets and public areas.
• Stay updated with telephone directories, new staff changes, emergency procedures, promotions, and hotel product knowledge.

Candidate Requirements

• Prior experience in a telecommunications role within a luxury hotel setting is essential; experience in resorts is advantageous.
• Certification or diploma in Hospitality Management is preferred.
• Excellent interpersonal and communication skills focused on personalized guest service.
• Fluency in English is mandatory; proficiency in additional languages is a plus.

Benefits and Commitments

• Comprehensive learning and development programs tailored to various career stages to promote continuous professional growth.
• MOstay program grants complimentary or discounted stays at Mandarin Oriental properties worldwide for employees and their loved ones.
• Health and wellness initiatives supporting work-life balance and overall wellbeing.
• Retirement plans are offered reflective of service duration and role responsibilities.