Front Office Agent

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

The Front Office Agent will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences. It is the mission and intent of this position that the incumbent will always keep the guest’s perspective in mind and carry out the mission of the Rooms Division.

Responsibilities

Departmental:

• Greet, check in, and escort guests promptly to their rooms.
• Address special guest preferences recorded in guest history profiles.
• Handle cash drawer properly as outlined in the MODTD Controller’s Policy.
• Check cash float at the beginning and end of each shift to always ensure that amounts are correct.
• Provide quality service with colleagues to the guests by responding to requests promptly, efficiently, and courteously during check-in, check-out and throughout the guest’s experience.
• Arrange fulfilment of guest services by working with the Concierge, Housekeeping, Telecommunications, Reservations and Room Service colleagues.
• Print and drop cash out, adjustment slips, paid out voucher, and bank count reports.
• Communicate clearly with the Night Duty Manager and Accounting Department.
• Establish a good working knowledge of the Hotel outlets and products.
• Able to communicate special features and services unique to the guest’s needs.
• Handle guests incoming and outgoing correspondence, (facsimile, messages, mail, etc.)
• Responsible for preparation of the daily arrival bucket, in-house bucket and next day arrivals (including welcome cards, guest business cards, registration cards and limousine arrivals).
• In charge of guest invoices (in-house).
• Check credit card authorization in SMS for all in-house guests.
• Perform any other reasonable duties as required by the management of the Hotel.
• Greet and welcome all ‘Fans of MO’ guests and ensure to sign up non ‘Fans of MO’ guests.

Colleague Relations:

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.
• Demonstrate teamwork by cooperating with and assisting colleagues as needed.

Guest Relations:

• Warmly engage and converse with guests.
• Ensure customer satisfaction in accordance to the applicable MOHG Legendary Quality Experiences (LQEs).
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.

Skills and Qualifications

• Senior School qualification. 
• Minimum 2 years’ experience working in a 5-star hotel environment.
• A minimum of 1 year of Front Office experience. Pre-opening experience preferred.
• Previous experience working in the Middle East Region is an advantage.
• Strong command of Microsoft Office products, PSMS and other front office related software.
• Excellent verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.
• Ability to understand guest needs and expectations and to deliver superior customer service.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.