Front Office Agent

Mandarin Oriental Hotel Group

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.

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. 

Mandarin Oriental Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combine the Group’s legendary service, world-class amenities and sweeping sea or mountain views.

Scope of Position

Responsible for the assigned Front Office duties as well as taking care of our guests in the most courteous manner by offering solutions in cooperation with all departments while always maintaining highest guest satisfaction levels to the standard of the hotel and of the group at all times. The Front Office Agent will be based at the Front Office, which is the area where most operational support is required.

Responsibilities:

1. General:

• 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.
• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental, Muscat has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• To carry out any additional duties requested by management, related to hotel operational activities.

1.  Departmental:

• Creates MOWow Moments that surprise and inspire our guests.
• Being able, and regularly performing, duties of all functions within the Front Office such as check-in, check-out, credit card handling, complaint handling, corresponding with our guests and guest relation tasks.
• Be the first point of contact in terms of guest relations, feedback and services.
• Assisting in billing and invoice preparation.
• Preparing reports according to MOHG standards.
• Updating registration cards according to MOHG standards.
• Be present at the Front Office at the designated shifts and support the Team operationally.
• Being an ambassador of the hotel both being actively engaging with guests and with colleagues.
• Understands and follows all applicable standards, both in terms of quality, sustainability and FLHSS of the Rooms Division, policies and rules.
• Develops and supports Trainees and Interns at the Front Office.
• Handling and updating Guest360 and Fans of MO profile data.
• Actively advertises our Fans of MO guest recognition program to our guests.
• Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards.
• Handle all guest complaints and comments tactfully and escalates them in a reasonable and sensitive manner.
• Cooperate and coordinate teamwork with other departments.