Telecommunications Agent (Telephone Operator)

About the role

The Telecommunications Agent will handle all incoming and internal calls for a luxury five‑star resort, delivering service in line with high‑end hospitality standards. You will be the first point of contact for guests, providing information, routing requests and supporting the smooth operation of the resort’s communication system.

Key responsibilities

• Answer all incoming and internal calls promptly and professionally, following luxury service standards.
• Provide accurate information about resort facilities, services, events, dining options and operating hours.
• Route guest requests to the appropriate department (Housekeeping, Front Office, Concierge, Engineering, etc.).
• Take and relay wake‑up call requests, ensuring timely execution.
• Manage emergency calls calmly and follow established safety and security procedures.
• Log guest requests, complaints and follow‑ups in the system for timely resolution.
• Support VIP guests and special requests in coordination with front office and guest services.
• Operate the hotel’s PBX/telephone system, ensuring correct call routing and handling international calls.

Required profile

• Excellent verbal communication and listening skills with a pleasant, professional telephone manner.
• Strong knowledge of resort services and layout.
• Ability to multitask and remain calm under pressure.
• Customer‑focused mindset aligned with luxury hospitality standards.
• Minimum 1 year experience in a similar role within a 5‑star luxury property.
• Fluent English; additional language such as Russian is an asset.

Required skills

• PBX system operation and call routing.

What we offer

• Competitive salary and duty meals (breakfast, lunch, dinner, midnight meal + coffee breaks).
• Vacation tickets and other hotel‑provided benefits.
• Accommodation and medical insurance.