Mandarin Oriental, Shenzhen is looking for a Guest Experience Agent to join our Front Office team.

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 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.

The 178-room Mandarin Oriental, Shenzhen is situated in one of the prime spots in the southern city, in the stunning UpperHills building, with a panoramic perspective of the city’s soaring skyline and lush parklands. With easy downtown access, Mandarin Oriental, Shenzhen, has a total of eight restaurants and bars, including a gourmet Cantonese outlet helmed by acclaimed celebrity Chef Fei, as well as a best-in-class Spa and Wellness facilities including a dramatic indoor swimming pool. Well known for its uncompromising levels of personalised and bespoke services, Mandarin oriental, Shenzhen was recognised as the first Forbes travel guide five-star hotel of the city.

About the job

Based at the Mandarin Oriental, Shenzhen within the Rooms Division in Shenzhen, the Guest Experience Agent is responsible for providing the highest level of customer service to all guests, to ensure guest experience is one that is beyond the expectations of the guest and aligned with our Legendary Quality Experiences. The Guest Experience Agent to the Guest Experience Supervisor.

As Guest Experience Agent, you will be responsible for the following duties:

• Acts as a liaison with all hotel guests requiring special needs and requirements
• Coordinates all VIP Amenities with Executive Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
• 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
• Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines
• To be present in the lobby to identify local dignitaries, and other VIPs and to inform the necessary departments of their presence.

As Guest Experience Agent, we expect from you: 

• Minimum 1 year’s relevant working experience in similar capacity
• Fluent in both written and spoken Mandarin and English
• Excellent communication and organization skills
• Strong desire to provide excellent guest service

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.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

We’re Fans. Are you?