Mandarin Oriental Muscat is looking for a PBX Agent to join our PBX team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world.

Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. 

Mandarin Oriental Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.                                                                                                               

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combine the Group’s legendary service, world-class amenities and sweeping sea or mountain views.

Scope of Position

The PBX Operator 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 PBX Operator will assist our guests and colleagues in emergency situation by distributing our emails, alerts, and messages in timely manner.

Responsibilities

1. General:

• It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, with all rules, regulations, and other requirements.
• It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental, Doha Human Resources Strategic Policy.
• It is part of your role and your responsibility to fully support all learning and development activities.
• You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental, Doha has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• Act as a hotel ambassador at all times.
• To carry out any additional duties requested by management, related to hotel operational activities.

1. Departmental:

• To carry out any additional duties requested by management, related to hotel operational activities.
• Answer hotel’s main telephone number and connect guest and colleagues to the correct telephone extension.
• Greet all callers with warm and sincere greeting.
• To carry out wake-up call procedures to perfection and maintain accurate and appropriate records
• To take and retrieve messages, both in Voicemail and HelloMO, 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.
• Ensure there is sufficient stationary at all times
• Tables and chairs should be clean and keyboard should be turn around and discard of any foreign objects
• Make sure printers are working at all times and contact IT Department when maintenance or ink are needed
• Assist Reservations 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), the MOHG Pillars and the respective service standards of MOQA.

• 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

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.