Mandarin Oriental Muscat is looking for a PBX Agent/ Telephone
Operator to join our PBX team.
Are you a master
of craft? Do you thrive in a team that succeeds together, demonstrating
integrity and respect while acting responsibly? Do you embrace a growth mindset?
We invite you to become a fan of the exceptional.
Mandarin Oriental
is the award-winning owner and operator of some of the most luxurious hotels,
resorts and residences located in prime destinations around the world, with
a strong development pipeline. Increasingly recognized for creating some of
the world’s most sought-after properties, the Group provides legendary service
inspired by Asian heritage whilst representing the very cutting-edge of luxury
experiences.
Mandarin Oriental Hotel Group
Mandarin Oriental Hotel Group is the award-winning owner and operator of some
of the most luxurious hotels, resorts and residences located in prime
destinations around the world.
Increasingly recognized for creating some
of the world’s most sought-after properties, the Group provides 21st century
luxury with oriental charm.
Above all, Mandarin Oriental is renowned for creating unique hotels through
distinctive design and a strong sense of place, luxury hotels right for their
time and place.
Mandarin Oriental Muscat
Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic
urban resort that offers 150 stylishly appointed guestrooms and suites, five
restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming
pool. The hotel features a one-of-a-kind ballroom boasting spectacular views
of the Arabian Sea as well as a variety of banquet and meeting spaces
to accommodate social and business events.
For those seeking a luxury
living experience in one of Muscat’s most desirable districts, an exclusive
collection of 155 Residences at Mandarin Oriental combine the Group’s legendary
service, world-class amenities and sweeping sea or mountain views.
Scope of Position
The PBX Operator 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 PBX Operator will assist our guests and colleagues
in emergency situation by distributing our emails, alerts, and messages
in timely manner.
Responsibilities
- General:
- It is part of your role to understand
and disseminate/communicate all corporate and hotel policies and standard
operating procedures to the colleagues. - 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
strategy to fully understand and support in all aspects the Mandarin Oriental,
Doha Human Resources Strategic Policy. - 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. - Use of the hotel’s network,
computers or internet access which is in the hotel’s view unreasonable
or inappropriate, for example gambling, chatroom, or pornographic material, is
a serious breach of hotel policy and grounds for summary dismissal.
- Support and adhere to all policies & procedures relating to Safe, Sound
and Sustainable at Mandarin Oriental. - Ensure compliance with the MOHG
Social Media Policy, i.e. to be fully responsible for the content you publish
on any social media platform, including your personal site. - Mandarin
Oriental, Doha has zero tolerance on all forms of harassment or discrimination,
i.e. it is strictly forbidden to discriminate on the basis of gender,
disability, including physical or medical condition, race, colour, religion,
national origin, ancestry, citizenship, age, sexual orientation, marital status,
or for any other reason. - Act as a hotel ambassador at all times.
- To carry out any additional duties requested by management, related to hotel
operational activities.
- Departmental:
- To carry out any additional duties requested by management, related
to hotel operational activities. - 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 HelloMO,
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. - 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 Department when maintenance or ink
are needed - Assist Reservations 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), 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
Our commitment to you
- Learning & Development.
Your success is our success. We craft unique learning and development programmes
for various stages in your career so that you grow, continuously.
- MOstay.
When you work as hard as our colleagues do, it’s important to take time off.
As a member of the #MOfamily, you can stay with us wherever you go in the world.
The MOstay programme offers complimentary nights and additionally attractive
rates on rooms for you and your loved ones. - Heath & Colleague Wellness.
Finding the right work-life balance is important. Your wellbeing matters to us.
A variety of health benefits and wellness programmes are offered to all our
colleagues, globally. - Retirement Plans. When you show commitment to
us, we reciprocate. We offer different retirement plans depending on the length
of your service and your role.
