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Call Center Agent (Pabx)

Istanbul, Turkey

Call Center Agent (Pabx)

  • Istanbul
  • Rooms Division
  • Full time
  • Closing at: Feb 15 2023 at 23:55 EET

The Hotel

Mandarin Oriental Bosphorus, Istanbul has become Mandarin Oriental Hotel Group's second hotel in Turkey. The hotel is located on the European side of Istanbul, in the luxurious residential district of Kuruçeşme, right next to the unique Bosphorus.

Mandarin Oriental Bosphorus, Istanbul located on the shores of the Bosphorus with its lush, generous, and magical gardens, in the city center with two outdoor pools, 100 spacious guest rooms and suites, rich Sunday brunches with menus from unique Turkish and world delicacies, world-famous Novikov Restaurant for lunch and dinner, serving Italian and Mediterranean specialties, as well as delicious sushi varieties and many other special Pan-Asian delicacies, consists of innovative restaurants and bars and opulent and elegant banquet facilities. Spanning an area of 3,500 square meters, The Spa at Mandarin Oriental Bosphorus, Istanbul, is one of the best and most comprehensive health and beauty centers in Istanbul.

Duties & Responsibilities

  • To ensure data entry and data collection is error-free.
  • To ensure that guests’ requests are communicated to the relevant department in a timely manner through HotSOS system to ensure seamless service delivery.
  • To posses’ working knowledge of all computer systems (INFOR, Key Systems, HotSOS etc.).
  • Full knowledge of HotSOS software.
  • To ensure arrival and departure experience is as per standard.
  • To make sure the daily operation is smooth at the PBX sections.
  • To ensure self-grooming, equipment, personal hygiene and make sure they are in line with MOHG standards.
  • To ensure that PBX work area in a clean and tidy manner, according to hotel policies and standards.
  • To ensure guest feedbacks and comments are handled or monitored until full guest satisfaction is achieved.
  • To ensure tasks are completed and checklists are completed.
  • To provide courteous, efficient call handling and service delivery in a prompt and clear manner to meet and exceed guest expectations.
  • To handle all internal and external calls in a courteous and professional manner, providing accurate information whilst delivering LQE, Pillar and MOQA standards.
  • To handle all emergency calls. Ensure clear and accurate inter – departmental communication in order to provide a safe environment for our guests and employees. Inform Security Department in a timely manner.
  • To prepare in room guest letters and communication documents.
  • To receive, process and deliver wake up calls in an accurate manner.
  • “Wake up call with beverage” rooms to be well coordinated with IRD runners.
  • Check daily event order and ensure that the necessary information is taken.
  • To support Front Desk, Guest Relation, Butler teams when needed.
  • To perform all functions in all FO divisions when needed.
  • To ensure that MOHG standards of Legendary Quality Experience and Guiding Principles are enforced, fully implemented, maintained, and exceeded throughout, to reach maximum guest satisfaction.
  • To carry out any other reasonable requests that is directed by PBX Supervisor and Front Office Manager.
  • To maintain permanent communication channels with all colleagues and ensure their feedback is acknowledged and auctioned when needed.
  • To ensure accurate information is communicated within PBX team.


  • Minimum 2 years’ experience in a similar capacity in a luxury hotel environment.
  • High level of integrity, enthusiasm, dedication and support for continuous improvement.
  • Advanced level of Turkish and English
  • Preferably a third language 
  • Good organizational skills
  • Good level of engagement with hotel guest and 3rd party companies.
  • Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective.
  • Knowledge of Windows, MS Office an asset

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