✨ AI Summary
This role involves answering incoming and internal calls professionally, providing information about resort facilities and services, and handling guest requests. The Telecommunications Agent will manage emergency calls, maintain guest confidentiality, operate the PBX system, and support other departments as needed. The position requires excellent communication skills, a calm demeanor under pressure, and a strong customer service orientation within a luxury hospitality environment.
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 establis
Requirements
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 5 star luxury property
Fluent on English languaage any additional language (Russian) is an asset.
Description
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