Guest Communications Agent, Russian Speaking

Mandarin Oriental Jumeira, Dubai is looking for a Guest Communications Agent to join our Telephones 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 recognised 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.

With a pristine oceanfront setting, Mandarin Oriental Jumeira, Dubai is a stylish urban resort overlooking the clear blue waters of the Arabian Gulf and Dubai’s glittering skyline, which is dominated by Burj Khalifa, the tallest building in the world. The hotel's beachfront location and open-air facilities are designed to bring a new level of relaxed luxury to the city.

About the job

Based at the Mandarin Oriental Mandarin Oriental Jumeira, Dubai within the Telecommunications Department in Dubai, 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 Telecommunication Operator will assist our guests and colleagues in emergency situation by distributing our emails, alerts, and messages in timely manner.

The Guest Communications Agent reports to the Guest Communications Supervisor.

As Guest Communications Agent, you will be responsible for the following duties:

• 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.
• 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.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• To carry out any additional duties requested by management, related to hotel operational activities such preparation of Oshibori towel
• 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, 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 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.

As Guest Communications Agent, we expect from you: to have

• minimum of 2 years of experience in a luxury hotel environment
• minimum of 1 years of Telecommunications/ Front Office experience
• strong commands of Microsoft Office products, PSMS, HotSOS

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.
• A competitive salary and benefits packages

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