Telecommunications Agent

The Telecommunications Agent provides courteous and efficient call handling for Emirates Palace Mandarin Oriental, Abu Dhabi. Working from the hotel telecommunications function, the position manages guest calls, messages, wake-up requests, confidential-status requests, emergency communications and telephone records while maintaining accurate and caring service.

Key Responsibilities

• Answer incoming calls and connect callers to the correct extension efficiently and courteously.
• Record guest messages accurately and deliver them within the required timeframe.
• Handle Do Not Disturb and confidential-status requests with appropriate discretion.
• Process personal and automatic wake-up calls in line with service standards.
• Respond to guest questions and requests or route issues to the appropriate department.
• Act as the hotel communication center during emergencies and follow emergency procedures.
• Maintain records of domestic and international direct-dial calls and coordinate telephone charges with Front Office.
• Monitor relevant TV channels and outlet or public-area music systems for smooth operation.
• Maintain up-to-date knowledge of telephone directories, staff changes, promotions and hotel products.
• Protect guest confidentiality and communicate clearly with internal teams.

Candidate Profile

• Previous experience in the same role in a luxury hotel is required; resort experience is a plus.
• Certification or Diploma in Hospitality Management is preferred.
• Strong interpersonal and communication skills.
• Personalized guest-service focus.
• Fluency in English is required; additional languages are an advantage.

Additional Role Information

• Department: Telecommunications
• Reports to: Assistant Telecommunications Manager

Employment Details

• Company: Mandarin Oriental Hotel Group
• Location: Abu Dhabi, United Arab Emirates
• Employment Type: Full Time
• Application: Apply through the original vacancy link provided in this listing.

This full-time opportunity is suited to candidates who can combine technical or operational expertise with dependable communication, attention to detail and a strong customer or business focus. The successful candidate will be expected to work collaboratively, follow company procedures, maintain professional standards and contribute to continuous improvement. Applicants should review the source vacancy carefully and ensure that their CV clearly reflects the experience, qualifications and skills requested for the position.