Guest Relations Agent Club Lounge Mandarin Oriental Hotel Group

Responsibilities

• Creates MOWow Moments that surprise and inspire our guests.

• Being able, and regularly performing, duties of all functions within the Front Office such as check-in, check-out, credit card handling, complaint handling, corresponding with our guests and guest relation tasks.

• Be the first point of contact in terms of guest relations, feedback and services.
• Assisting in billing and invoice preparation.
• Preparing reports according to MOHG standards.
• Updating registration cards according to MOHG standards.
• Be present at the Front Office at the designated shifts and support the Team operationally.
• Being an ambassador of the hotel both being actively engaging with guests and with colleagues.
• Understands and follows all applicable standards, both in terms of quality, sustainability and FLHSS of the Rooms Division, policies and rules.
• Develops and supports Trainees and Interns at the Front Office.

• Handling and updating Guest360 and Fans of MO profile data.
• Actively advertises our Fans of MO guest recognition program to our guests.
• Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards.
• Handle all guest complaints and comments tactfully and escalates them in a reasonable and sensitive manner.
• Cooperate and coordinate teamwork with other departments.