Guest Communications Agent

Based at the Mandarin Oriental Downtown, Dubai within the Telecommunication 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 role is responsible to assist our guests and colleagues in emergency situation by distributing our emails, alerts, and messages in timely manner. Guest Communications Agent reports to Guest Communications Manager.

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

• Maintain comprehensive knowledge of hotel services, room types, restaurant concepts, daily group activities, and meeting room details.

• Ensure adherence to all hotel policies, standard operating procedures, and the MOHG Code of Conduct, maintaining full compliance with laws and regulations.

• Operate the hotel s main telephone line, manage wake-up calls, take and relay messages accurately, and assist in routing calls to appropriate departments.

• Support other departments such as Reservations, Restaurant, Front Office, and Room Service when required, ensuring smooth interdepartmental communication.

• Anticipate and respond to guest needs promptly, while documenting and reporting any issues or requests for timely resolution.

• Stay composed under pressure, think quickly, and assist in emergencies by coordinating with security and relevant teams to ensure guest safety and satisfaction.