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.