Guest Communications Agent

About the role

Mandarin Oriental Jumeira, Dubai, a stylish urban resort on the Arabian Gulf, is looking for a Guest Communications Agent to join its Front Office team. The role covers answering calls, handling guest messages and requests, and supporting other departments, within the hotel's corporate policies and service standards.

Key responsibilities

• Answer the hotel's main telephone line, greet callers warmly and connect them to the correct extension
• Take and deliver messages by voicemail and in writing, and handle wake-up calls accurately
• Anticipate individual guest needs and document requests, complaints or problems immediately, notifying the relevant department
• Support Reservations, Restaurant, Front Office and Room Service, especially overnight
• Monitor telephone system problems and alert the right departments to fix them quickly
• Communicate with security in emergencies and ensure customer satisfaction from arrival to departure according to the hotel's quality experience standards
• Know the hotel's features, services, hours, room types, amenities, restaurant concepts and daily group activities
• Comply with corporate policies, the Code of Conduct and data protection rules, and support learning and development activities

Required profile

• Able to think clearly and quickly, stay concentrated and remain composed under pressure
• Good working relationships with all departments
• Ability to anticipate guest needs and act responsibly

What we offer

• Learning and development programmes tailored to each stage of your career
• MOstay: complimentary nights and discounted rates for you and your family
• Health benefits and wellness programmes
• A competitive salary and benefits package