Telecommunications Agent – Luxury Resort

About the role

The Telecommunications Agent provides premium telephone support for guests at a five‑star beachfront resort, ensuring every call reflects the luxury service standards of the property.

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 and security procedures.
• Log guest requests, complaints and follow‑ups in the system for timely resolution.
• Support VIPs and special requests in coordination with Front Office and Guest Services.
• Operate the hotel’s PBX telephone system and ensure correct call routing, including international calls.

Required profile

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

Required skills

• PBX operation
• Call handling

What we offer

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