Telecommunications Agent (Telephone Operator)

About the role

The Telecommunications Agent will handle all incoming and internal calls for the resort, providing guests with accurate information and ensuring a high level of service in line with luxury standards.

Key responsibilities

• Answer all incoming and internal calls promptly and professionally.
• 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 safety procedures.
• Log guest requests, complaints, and follow‑ups in the system.
• Support VIP guests and special requests in coordination with front office.
• Operate the hotel’s PBX telephone system and handle international calls.

Required profile

• Excellent verbal communication and listening skills with a pleasant voice.
• 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 (e.g., Russian) is an asset.

Required skills

• PBX telephone system operation

What we offer

• Competitive salary
• Duty meals (breakfast, lunch, dinner, midnight meal) and coffee breaks
• Vacation tickets and hotel benefits
• Accommodation and medical insurance