Telecommunications Agent

About the role

The Emirates Palace Mandarin Oriental in Abu Dhabi is seeking a dedicated Telecommunications Agent to join its Telecommunications team. You will be the first point of contact for guests calling the hotel, ensuring every interaction is courteous, efficient, and aligned with the brand’s high standards of service.

Key responsibilities

• Answer all incoming calls and route them to the appropriate extensions with a friendly and caring attitude.
• Accurately record and deliver guest messages in a timely manner.
• Manage guest requests for Do Not Disturb (DND) and confidential status.
• Handle personal wake‑up call requests according to LQA standards and schedule automatic wake‑up calls for group and crew guests.
• Respond to guest inquiries and requests promptly, providing clear information and assistance.

Required profile

• Minimum of 12 months experience in a guest‑facing call handling or telecommunications role.
• Excellent verbal communication skills and a professional telephone etiquette.
• Ability to work collaboratively within a hotel environment and follow established policies and procedures.
• Strong attention to detail for accurate message taking and request handling.

Required skills

• Guest Service
• Call Handling
• Effective Communication
• Service Delivery