Guest Arrival & Departure Experience 

• Greet all guests warmly upon arrival and departure, offering assistance with luggage and directions.
• Escort guests to their rooms, ensuring a professional and engaging rooming experience.
• Explain room features, hotel facilities, and services clearly and confidently.
• Assist with luggage delivery, storage, and retrieval in a timely and organized manner.

 Guest Service & Assistance 

• Provide accurate information about hotel services, outlets, and local attractions.
• Assist guests with simple requests, directions, and transportation arrangements.
• Anticipate guest needs and offer proactive assistance at all times.
• Maintain a professional, friendly, and approachable demeanor.

Luggage & Equipment Handling 

• Handle guest luggage with care, ensuring proper tagging, tracking, and storage.
• Ensure the luggage storage area is secure, clean, and well-organized.
• Assist in the movement and delivery of packages, parcels, and guest items.
• Maintain cleanliness and readiness of trolleys and equipment 

Pre-Opening Responsibilities 

• Participate in training sessions, SOP briefings, and service culture workshops.
• Assist in setting up the Front Entrance, Bell Desk, and storage areas.
• Take part in mock operations and service simulations.
• Support other departments as needed during pre-opening activities.

Coordination & Communication 

• Communicate effectively with Front Desk, Concierge, Housekeeping, and Security.
• Ensure timely updates regarding room readiness, guest arrivals, and special requests.
• Report any guest concerns or unusual observations promptly.
• Ensure seamless coordination during group arrivals and departures 

 Guest Relations & Service Culture 

• Uphold Mandarin Oriental’s philosophy of intuitive and anticipatory service.
• Always maintain a polished appearance and professional behavior.
• Respect guest privacy and confidentiality at all times.
• Assist in delivering special guest arrangements such as amenities or messages 

Safety, Security & Compliance 

• Follow all hotel safety, security, and emergency procedures.
• Monitor the hotel entrance and report any suspicious activity.
• Ensure proper handling and documentation of luggage storage.
• Adhere to hotel policies and brand standards at all times.

Qualifications & Experience

• Bachelor’s degree in Hospitality Management or related field preferred
• Previous experience in a similar role in a hotel or luxury service environment is an advantage
• Good communication and interpersonal skills
• Basic English proficiency; additional languages are an advantage
• Physically fit and able to handle luggage safely
• Positive attitude and willingness to learn
• Guest-focused with a strong service mindset
• Friendly, courteous, and approachable demeanor
• Attention to detail and reliability
• Strong teamwork and cooperation skills
• Ability to work in a fast-paced environment
• Professional grooming and presentation