Telecommunications Agent

About the role

The Telecommunications Agent joins the Telecommunications Department of Emirates Palace Mandarin Oriental, Abu Dhabi. You will be the first point of contact for all guest calls, ensuring courteous, efficient, and accurate service that reflects the hotel’s high standards.

Key responsibilities

• Answer all incoming calls and connect guests to the appropriate extension in a friendly, caring manner.
• Record and deliver guest messages promptly and accurately.
• Manage Do Not Disturb (DND) and confidential status requests.
• Process personal wake‑up call requests for individual guests and automatic wake‑up calls for groups and crew.
• Respond to guest inquiries, provide information, and route requests to the appropriate department.
• Act as the communication centre during emergencies, handling all hotel communications.
• Maintain complete records of Domestic Direct Dial (DDD) and International Direct Dial (IDD) calls.
• Coordinate with front‑office reception to ensure telephone charges are billed and collected.
• Monitor TV channels and public‑area music to ensure compliance with hotel standards.

Required profile

• Strong customer‑service orientation with a focus on exceeding guest expectations.
• Ability to handle multiple calls and requests simultaneously while maintaining accuracy.
• Attention to detail for message taking, DND handling, and call record keeping.
• Capability to act calmly and efficiently in emergency situations.
• Professional communication skills in English.

Required skills

What we offer

• Opportunity to work in a world‑class luxury hotel environment.
• Training and development within a renowned hospitality brand.
• Collaborative team culture that values integrity and growth mindset.