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 Supervisor will assist the Guest Communications Manager to provide supervision, delegation, support and leadership in the Guest Communications in accordance with the objectives, performance and quality standards established by the hotel. The Guest Communications Supervisor 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 Guest Communications Supervisor will assist our guests and colleagues in emergency situations by distributing our emails, alerts, and messages in timely manner.

Responsibilities

• Oversee and manage shifts effectively to ensure a smooth and effective overall operation
• Ensure a warm and genuine Telephone experience for all callers.
• Provide direction and support to all Guest Communications colleagues at any time, particularly during the operational hours
• Support the Guest Communications Manager when required to train colleagues in accordance with the applicable standards and policies
• Follow the duty schedule and assure all tasks are completed at all times in a timely manner
• Assure the back of house areas are clean and tidy at all times
• Handle effectively any kind of customer complaints being verbal or written. More severe customer complains will be reported to managers without fail
• Attend and conduct meetings during absence or unavailability of management team.
• Ensure team product knowledge is maintained, updated and regularly tested
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs)
• Personally, identify guests in VIP categories and as well as repeat guests; recognize and anticipate their individual needs
• Compile and maintain the daily departmental communication report
• Monitor telephones system problems and alert pertinent departments in an effort to correct said problems in an expedited manner to prevent guest dissatisfaction
• Communicate with security as necessary in the event of an emergency.
• Pass on requests in a timely and accurate manner to appropriate colleagues
• Make sure proper training is provided to the Guest Communications Agents so they can assist reservations department, front office and room service at all times but especially overnight
• 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.
• To carry out any additional duties requested by management, related to hotel operational activities.

Skills & Qualifications

•  High School Diploma or equivalent.
• Degree in Hospitality or Hotel Management is an advantage
• Minimum 2 years’ of experience working in a 5-star hotel environment.
• A minimum of 1 years of Front Office experience.
• Strong commands of Microsoft Office products, PSMS, GoConcierge, HotSoS, Mitel, and Rex.
• Previous experience working in the Middle East and/or hotel pre-opening experience  is an advantage.
• Proven ability to successfully support, motivate and lead a team.
• 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
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.