Guest Communications Agent

About the role

The Guest Communications Agent joins the Front Office team at Mandarin Oriental Jumeira, Dubai, providing telephone and guest communication support to ensure an exceptional and seamless experience for all guests.

Key responsibilities

• Answer the hotel’s main telephone line, greet callers warmly, and connect them to the appropriate department or extension.
• Manage wake‑up call procedures, record and retrieve messages accurately, and ensure timely delivery of written messages.
• Support Reservations, Restaurant, Front Office and Room Service teams, especially during overnight shifts.
• Monitor telephone system issues, report problems promptly, and coordinate with relevant departments to prevent guest dissatisfaction.
• Document guest requests, complaints or problems immediately and notify the designated department for resolution.
• Maintain up‑to‑date knowledge of hotel facilities, restaurant concepts, room types, and scheduled group activities.

Required profile

• Demonstrates integrity, respect and a growth mindset while adhering to corporate policies and procedures.
• Ability to think clearly, act quickly, maintain concentration and composure under pressure.
• Strong attention to detail and commitment to safeguarding guest and hotel information.
• Excellent communication skills and a collaborative approach with all hotel departments.

What we offer

• Learning and development programmes tailored to career stages.
• MOstay programme providing complimentary nights and discounted rates worldwide.
• Health and wellness benefits, including a variety of wellness programmes.
• Competitive salary and benefits package.