Mandarin Oriental Wangfujing, Beijing is looking for a Assistant Guest Relations Manager to join our Front Office team.

北京王府井文华东方酒店正在寻找一位宾客关系副经理加入我们的前厅服务团队。

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. 

您是技艺精湛的大师吗？您是否愿意加入一个荣耀共享，彰显诚信和尊重且尽心尽责的团队？您是否愿意拥抱成长型的思维？我们邀请您成为非凡卓越的粉丝。

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.

文华东方酒店集团是一家屡获殊荣的酒店业主方和品牌运营商，在全球各主要旅行目的地拥有最奢华的酒店、度假村和住宅，拥有强大的开发拓展渠道。文华东方因创造全球最受欢迎的物业而日益受到认可，集团以“东方文化的灵感”与“传奇式的服务”代表着奢华体验的最前沿。

Our stylish hotel overlooks landmarks such as The Forbidden City and offers some of the largest rooms and suites in Beijing. Blending contemporary aesthetics with classic Chinese décor, the hotel is home to two restaurants and a bar, all of which open onto an expansive rooftop garden terrace. With an exquisite spa offering signature wellness programmes, a fitness centre and a 25m indoor lap pool with sky roof, Mandarin Oriental Wangfujing will provide the ideal intimate retreat for Beijing residents and visitors alike.

北京王府井文华东方酒店坐拥紫禁城等中国地标性景观，房间面积宽绰，在北京同类型房型中首屈一指。融合现代美学与中国古典装饰意蕴，酒店设有两间餐厅和一间酒吧，均可通往宽敞的屋顶露台花园。酒店拥有享誉全球的文华东方水疗服务，提供屡获殊荣的经典康体项目。同时配有设备先进的健身中心及享有自然采光的25米长室内泳池。

About the job

关于工作岗位

Based at the Mandarin Oriental Wangfujing, Beijing / within Front Desk, the Assistant Guest Relations Manager is responsible for meeting and exceeding guest expectations by providing efficient and courteous Front Desk services in accordance with Legendary Quality Experiences. The Concierge Supervisor reports to the Quality & Guest Relations Manager.

工作地点为北京王府井文华东方酒店/前台，宾客关系副经理负责通过提供高效和礼貌的前台服务，达到并超越客人的期望，并按照传奇的品质体验。宾客关系副经理向质量及宾客关系经理汇报。

As Assistant Guest Relations Manager, you will responsible for the following duties:

作为宾客关系副经理，您将负责以下职责：

• Deliver and uphold the Mandarin Oriental Legendary Quality Experience (LQE) standards across all touchpoints.

• 在所有服务触点贯彻并维护文华东方酒店传奇品质体验（LQE）标准。

• Personally welcome and host TOP VIP, VVIP, and return guests, ensuring special preferences and bespoke arrangements are executed flawlessly.

• 亲自迎接并接待顶级贵宾、超高端贵宾及回头客，确保客人专属偏好与定制安排完美执行。

• Maintain accurate guest profiles and ensure all departments are informed of preferences and notable details.

• 维护精准的客史档案，确保各部门知晓客人偏好及重要信息。

• Perform lobby presence duties, proactively engaging with guests and offering solutions before needs arise.

• 履行大堂在岗职责，主动与客人互动，预判需求并提前提供解决方案。

• Serve as a primary escalation point for guest concerns, ensuring prompt, professional, and empathetic resolution.

• 作为客人投诉首要升级处理人，确保及时、专业、贴心地解决问题。

• Provide appropriate service recovery solutions aligned with brand guidelines and guest satisfaction goals.

• 根据品牌标准与客人满意度目标，提供恰当的服务补救方案。

• Record all incidents systematically and participate in follow‑up reviews to support continuous operational improvement.

• 系统记录所有事件，并参与后续复盘，助力运营持续优化。

• Support the supervision of Guest Relations, Concierge, and Front Desk teams.

• 协助管理宾客关系、礼宾及前台团队。

• Conduct on‑the‑job coaching for colleagues on service culture, communication, grooming, and complaint‑handling skills.

• 对同事进行在岗辅导，内容包括服务文化、沟通技巧、仪容仪表及投诉处理能力。

• Foster a positive, professional, and service‑driven environment, leading by example at all times.

• 营造积极、专业、以服务为导向的工作氛围，以身作则，率先垂范。

• Oversee daily arrival and departure planning, with special attention to VIP itineraries and room allocation.

• 统筹每日到店与离店计划，重点关注贵宾行程安排与客房分配。

• Act as the key liaison between guests and internal departments, ensuring smooth communication and service delivery.

• 担任客人与酒店内部部门的主要联络人，确保沟通顺畅、服务到位。

• Work closely with Housekeeping, F&B, Spa, Security, Sales, and Marketing on guest-related matters and special arrangements.

• 与客房部、餐饮部、水疗中心、安保部、销售部及市场部紧密协作，处理客人相关事宜及特殊安排。

• Ensure all special requests and amenities are executed accurately and on time.

• 确保所有特殊需求与礼遇准确、准时落实。

As Assistant Guest Relations Manager, we expect from you: 

作为宾客关系副经理，我们对您的期望是：

• Minimum 2–3 years of supervisory experience in Front Office, Guest Relations, or a similar role in a luxury hotel environment.

• 拥有至少2-3年高端酒店前厅部、宾客关系部或相关岗位的管理监督经验。

• Strong command of English; additional languages are an advantage.

• 英语能力优秀（听说读写流利）；掌握其他语言者优先考虑。

• Excellent interpersonal skills, with the ability to engage confidently and naturally with high-profile and international guests.

• 具备出色的人际交往能力，能够自信、自然地与高端人士及国际宾客沟通对接。

• Professional appearance, strong emotional intelligence, and an exceptional service mindset.

• 仪容仪表专业得体，情商高，具备卓越的服务意识与服务心态。

Our commitment to you

我们的承诺

• 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.

• 学习与发展。您的成功就是我们的成功。我们为您的职业生涯的不同阶段量身定制独特的学习和发展计划，让您不断成长。

• 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.

• 文华东方酒店同事住房福利计划。在文华东方努力工作的同时，您的休息也同样重要。作为文华东方大家庭的一份子，无论您身在何处，都可以有机会下榻姐妹酒店。福利住房计划为您和您的家人提供免费住宿以及优惠价两种选择。

• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

• 同事的身心健康。保证工作与生活平衡非常重要，您的身心健康对我们来说很重要。我们为全球所有同事提供各种健康福利和保障计划。

We’re Fans. Are you?