Guest Communications Agent

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

The Guest Communications Agent is responsible for the overall guest satisfaction by greeting guests with a warm, sincere voice and recognizing and anticipating individual guest needs while ensuring a complete follow up. The role is responsible to assist our guests and colleagues in emergency situation by distributing our emails, alerts, and messages in timely manner.

Responsibilities

• Maintain complete knowledge of:
• All hotel features/services, hours of operations.
• All hotel restaurant food concepts, dress code and ambiance.
• All hotel room types, number /names, amenities and locations.
• Scheduled daily group activities, names and locations of meeting/banquet rooms.
• It is part of your role to understand and comply with all corporate and hotel policies and standard operating procedures.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, with all rules, regulations, and other requirements.
• Answer hotel’s main telephone number and connect guest and colleagues to the correct telephone extension.
• To carry out wake-up call procedures to perfection and maintain accurate and appropriate records
• To take and retrieve messages, both in voicemail, in the appropriate manner.
• To be able to take messages in writing and ensuring delivery.
• To maintain a good working relationship with all departments
• To make sure to assist all departments’ calls when they revert to the board.
• Assist Reservations, Restaurant Department, Front Office and Room Service when needed
• Anticipate and recognize individual guest needs.
• Able to think clearly, quickly, maintain concentration, and composure to make conscious decisions.
• Monitor telephones system problems and alert pertinent departments in an effort to correct said problems in an expedited manner to prevent guest dissatisfaction.
• Pass on requests in a timely and accurate manner to appropriate colleagues.
• Communicate with security as necessary in the event of an emergency.
• Document all guest requests, complaints or problems immediately and notify designated department/ personnel for resolving the situation.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs)
• To carry out any additional duties requested by management, related to hotel operational activities

Skills & Qualifications

• Senior School qualification or equivalent
• Minimum 2 years’ of experience working in a 5-star hotel environment.
• A minimum of 1 years of Telecommunications/ Front Office experience
• Strong commands of Microsoft Office products, PSMS, HotSOS
• Ability to understand guest needs and expectations and to deliver superior customer services.
• Excellent verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
• Strong organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.