Telecommunications Agent

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

• 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.
• Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial) and coordinate with front office reception to ensure telephone charges are billed and collected from guests.
• Monitor TV channels in addition to outlets' and public area's 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.

• 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 required; additional languages is an advantage.

• 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.
• Heath & 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.