Communications Associate

Roles and responsibilities

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.

Responsibilities

• 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.
• 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.
• Answer hotel’s main telephone number and connect guest and colleagues to the correct telephone extension.
• To carry out wake-up call procedures to perfection and maintain accurate and appropriate records
• To take and retrieve messages, both in voicemail, 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.
• Assist Reservations, Restaurant 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)
• To carry out any additional duties requested by management, related to hotel operational activities

Desired candidate profile

• 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.
• Excellent verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
• Strong organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.