Website Mandarin Oriental Hotel Group
The award winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality.
The candidate must have a minimum of 1 year experience working in a 5-star hotel environment. Ability to speak additional language such as Arabic, French, Russian, Italian or Spanish is an advantage.
Responsibilities
- It is part of your role to understand and comply with all corporate and hotel policies and standard operating procedures.
- MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, with all rules, regulations, and other requirements.
- It is part of your role and your responsibility to fully support all learning and development activities.
- You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
- Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
- To carry out any additional duties requested by management, related to hotel operational activities such preparation of Oshibori towel
- Answer hotel’s main telephone number and connect guest and colleagues to the correct telephone extension.
- Greet all callers with warm and sincere greeting.
- To carry out wake-up call procedures to perfection and maintain accurate and appropriate records
- To take and retrieve messages, both in Voicemail, in the appropriate manner.
- To be able to take messages in writing and ensuring delivery.
- To maintain a good working relationship with all departments
- To make sure to assist all departments’ calls when they revert to the board.
- Assist Reservations, Restaurant Department, Front Office and Room Service when needed but especially overnight
- Anticipate and recognize individual guest needs.
- Able to think clearly, quickly, maintain concentration, and composure to make conscious decisions.
- Monitor telephones system problems and alert pertinent departments in an effort to correct said problems in an expedited manner to prevent guest dissatisfaction.
- Pass on requests in a timely and accurate manner to appropriate colleagues.
- Communicate with security as necessary in the event of an emergency.
- Document all guest requests, complaints or problems immediately and notify designated department/ personnel for resolving the situation.
- 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.
- Maintain complete knowledge of:
- All hotel features/services, hours of operations.
- All hotel restaurant food concepts, dress code and ambiance.
- All hotel room types, number /names, amenities and locations.
- Scheduled daily group activities, names and locations of meeting/banquet rooms.