Telecommunications Agent

Что делать

Job description / Role: Answer all incoming and internal calls promptly, professionally, and in accordance with luxury service standards Provide accurate information about resort facilities, services, events, dining options, and operating hours Handle guest requests efficiently and route them to the appropriate department (Housekeeping, Front Office, Concierge, Engineering, etc.) Take and relay wake-up call requests, ensuring they are executed accurately and on time Manage emergency calls calmly and follow established safety and security procedures Maintain guest confidentiality and handle sensitive information with discretion Log guest requests, complaints, and follow-ups in the system to ensure timely resolution Coordinate with front office and guest services to support VIPs, special requests, and personalized services Operate the hotel’s PBX/telephone system and ensure correct call routing Handle international calls and assist guests with language or communication needs when required Maintain a courteous, calm, and polished telephone etiquette at all times Support other departments during peak hours or special events as needed. Qualifications: Excellent verbal communication and listening skills Pleasant voice and professional telephone manner Strong knowledge of resort services and layout Ability to multitask and remain calm under pressure Customer-focused mindset aligned with luxury hospitality standards Minimum 1 year experience in a similar role within a five-star luxury property Fluent in English language; any additional language (Russian) is an asset