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Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Mandarin Oriental standards
Write down messages accurately for our guests and deliver messages in a timely manner
Handle guests’ requests for DND (Do Not Disturb) and confidential status
Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests
Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call or handling a complaint, etc.
In case of emergency, to handle all communications for the hotel whilst serving as the communication center
Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial) Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests
Monitor TV channels in addition to outlets’ and public area’s music to ensure smooth and proper functioning
In case of emergency, handle all communications for the hotel whilst serving as the communication center
Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge
Skills & requirements
Excellent organizational and effective communication skills
Minimum 1 experience in the same role in a luxury hotel is preferred
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