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Telecommunications Agent

Dubai, United Arab Emirates

Telecommunications Agent

  • Dubai
  • Rooms Division
  • Full time

Responsibilities:

  • 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 Springer Miller Host, 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.
  • Is responsible to ensure that Business Center is kept neat and tidy
  • Ensure there is sufficient stationary at all times
  • Make sure printers are working at all times and contact IT & T when maintenance or ink are needed
  • Assist Reservations Department, Front Office and Room Service when needed but especially overnight
  • 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.

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.
  • Perform job with attention to details and the ability to organize and handle multiple tasks effectively.
  • Clear communication; effective verbal and written communication skills in English and Arabic.
  • Able to work flexible shifts including evening and overnight.
Closing date: Apr 30, 2021

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