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 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 recognized 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.

Mandarin Oriental, Makati is an upcoming 5-star luxury hotel set within the lush Ayala Triangle Gardens, at the prestigious corner of Paseo de Roxas and Makati Avenue. Scheduled to open in 2026, this landmark development will feature 275 elegantly appointed guestrooms and suites, offering a refined blend of contemporary design and timeless sophistication. Guests will enjoy an exceptional array of world-class amenities, including a curated selection of restaurants, a stylish bar, a serene pool area, and the brand’s signature spa. Designed to be a sanctuary in the heart of the city, the hotel promises an elevated experience for both leisure and business travelers seeking comfort, excellence, and distinction in Manila. 

The Role 

The Guest Experience Agent is responsible for delivering exceptional, personalized, and seamless service to guests throughout their stay, ensuring every interaction reflects Mandarin Oriental’s legendary service standards.  

This role focuses on guest engagement, personalization, and service recovery, acting as a key point of contact to enhance the overall guest journey. In a pre-opening environment, the Guest Experience Agent contributes to building service culture, participating in training, and ensuring readiness for a flawless hotel opening. 

 
Key Responsibilities 

Guest Service & Experience Delivery 

• Provide warm, professional, and personalized service to all guests at all touchpoints.
• Ensure smooth guest journeys from pre-arrival, arrival, in-house stay, to departure.
• Anticipate guest needs and deliver intuitive and anticipatory service.
• Maintain a visible presence in guest areas to engage and assist proactively 

Guest Engagement & Personalization 

• Build strong relationships with guests, including VIPs, repeat, and long-stay guests.
• Capture and update guest preferences, profiles, and special requests accurately.
• Support the delivery of personalized amenities, experiences, and services.
• Enhance guest experiences through thoughtful and tailored interactions 

Guest Relations & Service Recovery 

• Handle guest inquiries, feedback, and complaints with professionalism and empathy.
• Take ownership of guest concerns and ensure prompt and effective resolution.
• Escalate issues when necessary and follow through to completion.
• Ensure guest satisfaction through proactive follow-up and communication 

Pre-Opening Responsibilities 

• Participate in training sessions, SOP briefings, and service culture programs.
• Take part in mock operations, role plays, and simulation exercises.
• Assist in preparing guest experience touchpoints, amenities, and systems.
• Support readiness of Front Office and Guest Experience operations.
• Demonstrate flexibility in supporting pre-opening tasks across departments 

Coordination & Communication 

• Work closely with Front Office, Housekeeping, Concierge, Butler Services, Club Lounge, F&B, and Spa.
• Communicate guest preferences, special requests, and VIP movements clearly across departments.
• Ensure seamless coordination for guest services and experiences.
• Participate in daily briefings and shift handovers 

Promotion of Hotel Services 

•  Promote hotel facilities, dining outlets, spa, and experiences to enhance guest satisfaction.
• Identify opportunities for upselling and guest engagement.
• Provide accurate information on hotel services, events, and local attractions 

Administrative & Systems Duties 

• Maintain accurate guest records and profiles in the system (PMS/CRM).
• Log guest requests and ensure proper tracking and follow-up.
• Assist in preparing reports related to guest feedback and service performance.
• Ensure proper documentation of guest interactions and requests 

Quality Assurance & Brand Standards 

• Uphold Mandarin Oriental’s service philosophy and luxury standards at all times.
• Maintain professional grooming, behavior, and communication style.
• Ensure consistency in service delivery across all guest interactions.
• Support continuous improvement of guest experience initiatives 

Safety, Security & Compliance 

• Maintain guest privacy and confidentiality at all times.
• Follow hotel safety, hygiene, and emergency procedures.
• Report incidents, hazards, or irregularities promptly.
• Ensure compliance with hotel policies and brand standards.

Qualifications & Experience 

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum of 1–2 years’ experience in Guest Relations, Front Office, or luxury hospitality (preferred).
• Fresh graduates with strong potential may be considered (ideal for pre-opening teams).
• Excellent communication and interpersonal skills 

Success Profile 

• Strong customer service orientation and problem-solving ability.
• Fluency in English; additional languages are an advantage.
• Proficiency in hotel systems (Opera or similar) is preferred.
• Guest-centric mindset and passion for service excellence.
• Strong interpersonal and communication skills.
• Emotional intelligence and empathy.
• Attention to detail and personalization ability.
• Problem-solving and service recovery skills.
• Ability to multitask in a fast-paced environment.
• Professional presence and grooming.

Why Join Us?  

Mandarin Oriental offers a world-class environment where your expertise, creativity, and leadership will shape the legacy of our return to Manila. You will be part of a dynamic preopening team committed to excellence, innovation, and authentic Asian hospitality.  

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.  

• 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.

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