Guest Communications Agent

Guest Communications Agent

• JR-03932

• Rooms

• Full time

• Permanent

• Mandarin Oriental Downtown, Dubai

Mandarin Oriental Downtown, Dubai is looking for a Guest Communications Agent to join our Telecommunication 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 recognised 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. Nestled in the city's heart, Mandarin Oriental Downtown, Dubai offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards. With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites. Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai is not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

About the job

Based at the Mandarin Oriental Downtown, Dubai within the Telecommunication Department in Dubai, the Guest Communications Agent is responsible for the overall guest satisfaction by greeting guests with a warm, sincere voice and recognizing and anticipating individual guest needs while ensuring a complete follow up. The role is responsible to assist our guests and colleagues in emergency situation by distributing our emails, alerts, and messages in timely manner. Guest Communications Agent reports to Guest Communications Manager.

As a Guest Communications Agent, you will be responsible for the following duties:

• Maintain comprehensive knowledge of hotel services, room types, restaurant concepts, daily group activities, and meeting room details.
• Ensure adherence to all hotel policies, standard operating procedures, and the MOHG Code of Conduct, maintaining full compliance with laws and regulations.
• Operate the hotel's main telephone line, manage wake-up calls, take and relay messages accurately, and assist in routing calls to appropriate departments.
• Support other departments such as Reservations, Restaurant, Front Office, and Room Service when required, ensuring smooth interdepartmental communication.
• Anticipate and respond to guest needs promptly, while documenting and reporting any issues or requests for timely resolution.
• Stay composed under pressure, think quickly, and assist in emergencies by coordinating with security and relevant teams to ensure guest safety and satisfaction.

As a Guest Communications Agent, we expect from you:

• Senior School qualification or equivalent, with at least 2 years of experience in a 5-star hotel and a minimum of 1 year in Telecommunications or Front Office.
• Proficiency in Microsoft Office, PSMS, and HotSOS, with a strong understanding of guest needs and delivering exceptional service.
• Excellent verbal and written communication skills in English; additional language skills, particularly in Arabic, are preferred.
• Strong interpersonal skills to effectively engage with guests and colleagues across all levels.
• Highly organized with great attention to detail, able to multitask and prioritize in a fast-paced work environment.
• Flexible to work various shifts, including evenings, weekends, and holidays, based on operational needs.

Our commitment to you

• 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.
• Colleague Comfort and Convenience: Benefit from comfortable accommodation, a duty transportation, and duty meals to ensure your work experience is both enjoyable and hassle-free.
• Competitive Salary and Benefits: We offer a competitive salary and an attractive benefits package, fully aligned with UAE industry standards, to ensure your financial well-being and stability.

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