Telecommunications Agent (Telephone Operator)

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

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.