Guest Communications Agent Russian Speaking

Mandarin Oriental

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 and Springer Miller Host, 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.
• Is responsible to ensure that Business Center is kept neat and tidy
• Ensure there is sufficient stationary at all times
• Tables and chairs should be clean and keyboard should be turn around and discard of any foreign objects
• Make sure printers are working at all times and contact IT & T when maintenance or ink are needed
• Trash should be taken out and thrown away
• Assist Reservations 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.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
• 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.

Skills & Qualifications

• 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.
• Perform job with attention to details and the ability to organize and handle multiple tasks effectively.
• Clear communication; effective verbal and written communication skills in English and Arabic.
• Able to work flexible shifts including evening and overnight.