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.
It is part of your role and your responsibility to fully support all learning and development activities.
You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
To carry out any additional duties requested by management, related to hotel operational activities.
Oversee and manage shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally involving himself in all required aspects of the Telecommunications Department
Ensure a warm and genuine Telephone experience for all callers.
Provide direction and support to all Telecommunication colleagues at any time, particularly during the operational hours
Support the Telecommunication Manager when required to train colleagues in accordance with the applicable standards and policies
Follow the duty schedule and assure all tasks are completed at all times in a timely manner
Assure the back of house areas are clean and tidy at all times
Handle effectively any kind of customer complaints being verbal or written. More severe customer complains will be reported to managers without fail
Attend and conduct meetings during absence or unavailability of management team.
Ensure team product knowledge is maintained, updated and regularly tested
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
Personally identify guests in VIP categories and as well as repeat guests; recognize and anticipate their individual needs
Compile and maintain the daily departmental communication report
Monitor telephones system problems and alert pertinent departments in an effort to correct said problems in an expedited manner to prevent guest dissatisfaction
Communicate with security as necessary in the event of an emergency.
Pass on requests in a timely and accurate manner to appropriate colleagues
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 object
Make sure printers are working at all times and contact IT & T when maintenance or ink are needed
Make sure proper training is provided to the Telecommunication Operators so they can assist reservations department, front office and room service at all times but especially overnight
Education & Certificates
High School Diploma or equivalent.
Degree in Hospitality or Hotel Management is an advantage
Minimum 2 years of experience working in a 5-star hotel environment.
A minimum of 1 years of Front Office experience.
Strong commands of Microsoft Office products, PSMS, GoConcierge, HotSoS, Mitel, and Rex.
Previous experience working in the Middle East is an advantage.
Hotel pre-opening experience is an advantage.
Ability to understand guest needs and expectations and to deliver superior customer.
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. Arabic is an advantage.
Proven ability to successfully motivate and lead a team.
Ability to plan and organize large projects.
Ability to prepare departmental reports.
Position Related Requirements
Able to work all shifts including nights.