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Guest Communications Agent

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Mandarin Oriental Hotel Group

22d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Hospitality & Retail
  • Dubai

AI generated summary

  • You should have a senior school qualification, 2+ years in 5-star hotels, telecommunications/front office experience, strong Microsoft Office skills, excellent English, and preferably Arabic.
  • You will manage guest inquiries, coordinate services, maintain communication across departments, and ensure satisfaction while adhering to hotel policies and procedures.

Requirements

  • 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.
  • 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
  • Strong organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
  • Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.

Responsibilities

  • 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.
  • 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.
  • Answer hotel’s main telephone number and connect guest and colleagues to the correct telephone extension.
  • 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.
  • 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).
  • To carry out any additional duties requested by management, related to hotel operational activities.

FAQs

What is the primary responsibility of a Guest Communications Agent?

The primary responsibility of a Guest Communications Agent is to ensure overall guest satisfaction by greeting guests warmly, anticipating their needs, and providing timely assistance, especially in emergency situations.

What qualifications are required for this position?

A Senior School qualification or equivalent and a minimum of 2 years’ experience in a 5-star hotel environment are required, along with at least 1 year of experience in Telecommunications/Front Office.

Is knowledge of different languages necessary for this job?

While it is not mandatory, verbal and written communication skills in Arabic or other languages are preferred.

What kind of software expertise is expected from a Guest Communications Agent?

Strong command of Microsoft Office products, PSMS, and HotSOS is expected.

Are there specific working hours for this role?

Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs, is required.

How does a Guest Communications Agent ensure customer satisfaction?

A Guest Communications Agent ensures customer satisfaction by delivering superior service from arrival to departure, recognizing individual guest needs, and following up on requests or complaints promptly.

What kind of relationship should a Guest Communications Agent maintain with other departments?

A Guest Communications Agent should maintain a good working relationship with all departments and be willing to assist their calls when they revert to the board.

What should a Guest Communications Agent do in case of a telephone system problem?

A Guest Communications Agent should monitor telephone system problems and alert the pertinent departments to correct said problems promptly to prevent guest dissatisfaction.

Is training provided for this role?

Yes, training will be provided to ensure the Guest Communications Agent is familiar with hotel features, services, and standard operating procedures.

What is the role of a Guest Communications Agent in an emergency situation?

In an emergency situation, a Guest Communications Agent is responsible for communicating with security, distributing alerts and messages in a timely manner, and assisting guests and colleagues as needed.

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Mandarin Oriental Hotel Group

Travel & Leisure
Industry
10,001+
Employees
1963
Founded Year

Mission & Purpose

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 36 hotels and 7 residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group. Mandarin Oriental’s aim is to be recognized widely as the best global luxury hotel group, providing 21st century luxury with oriental charm in each of its hotels. This will be achieved by investing in the Group’s exceptional facilities and its people, while maximizing profitability and long-term shareholder value. The Group regularly receives recognition and awards for outstanding service and quality management. The strategy of the Group is to open the hotels currently under development, while continuing to seek further selective opportunities for expansion around the world. The parent company, Mandarin Oriental International Limited, is incorporated in Bermuda and has a premium listing on the London Stock Exchange, with secondary listings in Bermuda and Singapore. Mandarin Oriental Hotel Group International Limited, which operates from Hong Kong, manages the activities of the Group’s hotels. Mandarin Oriental is a member of the Jardine Matheson Group.