As a Guest Communications Agent, you will be responsible for the following duties:

• Maintain comprehensive knowledge of hotel services, room types, restaurant concepts, daily group activities, and meeting room details.
• Ensure adherence to all hotel policies, standard operating procedures, and the MOHG Code of Conduct, maintaining full compliance with laws and regulations.
• Operate the hotel’s main telephone line, manage wake-up calls, take and relay messages accurately, and assist in routing calls to appropriate departments.
• Support other departments such as Reservations, Restaurant, Front Office, and Room Service when required, ensuring smooth interdepartmental communication.
• Anticipate and respond to guest needs promptly, while documenting and reporting any issues or requests for timely resolution.
• Stay composed under pressure, think quickly, and assist in emergencies by coordinating with security and relevant teams to ensure guest safety and satisfaction.

As a Guest Communications Agent, we expect from you:

• Senior School qualification or equivalent, with at least 2 years of experience in a 5-star hotel and a minimum of 1 year in Telecommunications or Front Office.
• Proficiency in Microsoft Office, PSMS, and HotSOS, with a strong understanding of guest needs and delivering exceptional service.
• Excellent verbal and written communication skills in English; additional language skills, particularly in Arabic, are preferred.
• Strong interpersonal skills to effectively engage with guests and colleagues across all levels.
• Highly organized with great attention to detail, able to multitask and prioritize in a fast-paced work environment.
• Flexible to work various shifts, including evenings, weekends, and holidays, based on operational needs.