Guest Ambassador Mandarin Oriental Hotel Group

About the job

Based at the Mandarin Oriental Jumeira, Dubai within the Guest Relations Department, Guest Ambassador is responsible to welcome, guide and assist guest throughout their stay with the overall objective to delight and personalize each guest stay. The Guest/Hotel Ambassador is stationed at the Lobby and is responsible of being the first point of contact for all guests.

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

• Have a very good understanding of the hotel s concept and offerings including promotions and be able to verbally explain those to the guests.

• Have good knowledge about the rooms and suites, the items in them, and the extra items that can be requested.

• Display proper and professional phone etiquette and assure that all guest details and requests are clearly registered, communicated and met.

• Be committed to be a team player; proactively cooperating and supporting colleagues in operational tasks (i.e. set-ups, packing/unpacking )

• Offer Consistently professional, friendly, warm and engaging service.

• Welcome, escort and do room orientation patrons with the overall objective to delight and satisfy each and every guest.

• Attend to any complaints of comments given by guests and if no resolution can be found refer the matter to the Guest Relations Manager.

• To bid friendly farewell to guests and sincerely thank them for their visit.

• To keep the lobby in line with excellence standards.

• Maintain effective communication with all related departments (F&B, Spa, Hsk, Concierge) to ensure a smooth service delivery.

• To maintain all guest supplies in appropriate levels.

• Ensure that the uniform provided is kept clean, presentable and in good condition, ensuring that personal appearance and hygiene standards are an example for the team and a demonstrate a professional image for our guests.

• Deal promptly, efficiently and pleasantly with any queries.

• Communicate clearly and directly with all colleagues and superiors in order to avoid misunderstandings and other shortfalls caused by lack of communication.

• Ensure that Mandarin Oriental Jumeira s grooming and appearance standards are implemented and maintained at all times to reflect an image of professionalism and care.

• Listen to every guest and observe body language carefully in order to be able to understand guest needs and expectations and consistently delight and satisfy every guest by collecting preferences.

• Report critical situations, such as intoxicated guests or aggressive behaviour to managers or security immediately.

• Be able to converse well in English and preferably other languages, in verbal and written format and present and recommend menus to the guest.

• Have a natural, warm smile and a friendly and passionate approach towards guests and handle and resolve challenging situations with guests.

• Create WOW moments to surprise and delight guests in the outlets through gestures and other actions.

• Prepare MODUB daily news, check guest profiles and assist Guest Relations Team with administrative tasks as required

• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.

As a Guest Ambassador, we expect from you:

• High School qualification or equivalent is preferred.

• Minimum 2 years experience working in a luxury hotel environment.

• Ability to understand guest needs and to deliver superior customer service.

• Ability to work long hours with a strong focus on operational excellence.

• Ability to understand the flow of service and handle multiple tasks effectively is preferred.

• Ability to understand effective approaches of communication with different individuals.

• Able to communicate clearly with peers and superiors.

• Very good verbal and written communication skills in English.

• Verbal communication skills in Russian, French, Italian, Spanish, German or Arabic language in addition to English.