Telecommunications Agent

About the job

Based at the Emirates Palace Mandarin Oriental in 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 hotel’s policies and procedures. The Telecommunications Agent reports to the Assistant Telecommunications Manager.

• Answer all incoming calls and connect them to the appropriate extension efficiently, friendly and caring manner according to hotel standards.
• Record and deliver messages accurately and in a timely manner.
• Handle guests’ requests for Do Not Disturb and confidential status.
• Process personal wake‑up call requests for guests and automatic wake‑up calls for group and crew guests.
• Answer all guest questions and requests in a friendly, caring manner, taking appropriate actions or referring matters to the relevant persons when needed.
• Serve as the communication centre and handle all communications for the hotel in case of emergency.
• Maintain complete records of each Domestic Direct Dial (DDD) and International Direct Dial (IDD) call and coordinate telephone charges with front‑office reception to ensure they are billed and collected from guests.
• Monitor TV channels and public‑area music outlets 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 interpersonal and communication skills with a focus on delivering personalized guest service.
• Fluency in English is required; additional languages are an advantage.

• Learning & Development programmes designed to support growth at all career stages.
• MoStay programme offering complimentary nights and attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness programmes providing a range of benefits and wellness initiatives.
• Retirement plans tailored to the length of service and role.