Guest Services Officer

Mandarin Oriental, Hong Kong is looking for a Guest Services Officer to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline.

Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

The iconic Mandarin Oriental, Hong Kong is the epitome of contemporary luxury combined with Oriental heritage. Having delighted guests with award-winning services and impressive facilities for 60 years, it is a much-loved address for those seeking an exclusive sanctuary in the heart of the city. The hotel’s spacious rooms and suites offer magnificent views of the renowned Victoria Harbour and the city’s skyline.

A collection of nine outstanding restaurants and bars, including two that hold Michelin Star status, a luxurious club lounge, a Shanghainese-inspired holistic spa, an indoor pool and a state-of-the-art fitness centre, make Mandarin Oriental, Hong Kong the quintessential “home away from home” for discerning leisure and business travellers alike.

About the job

Based at the Mandarin Oriental, Hong Kong within Rooms Division in Hong Kong, the Guest Services Officer is responsible for providing quality service in a friendly, natural, courteous manner and always be attentive. The Guest Services Officer reports to the Front Office Manager.

As Guest Services Officer, you will be responsible for the following duties:

• Provide check-in and check-out services for guests in a professional manner
• Provide guests with a quality room orientation
• Perform professional lobby patrol duties
• Provide quality service, with colleagues, to all guests by responding to their requests promptly, efficiently, and courteously at all time
• Maintain accuracy of guest database input for the use of the hotel group
• Ensure Room assignment is in line with guest requests
• Assist Supervisors in their daily responsibilities, such as Trace Report and Hot SOS follow up

As Guest Services Officer, we expect from you

• Related working experience in hotel/ guest services
• Fluent in both written and spoken English
• Mandarin and other foreign language literacy is a plus
• Excellent organisational and communication skills
• Basic computer and typing skills
• Dynamic and energetic

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness. Finding the right worklife balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

We’re Fans. Are you?