Position: Guest Communications Agent (Full time #537256)
Property / Office: Mandarin Oriental Jumeira, Dubai
Location: Dubai, United Arab Emirates
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
Guest Communications Agent will assist our guests and colleagues in emergency
situation by distributing our emails, alerts, and messages in timely manner.
Responsibilities:
* 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.
Advertised: 10 Nov 2023 Arabian Standard Time
Applications close: 31 Dec 2023 Arabian Standard Time
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