Guest Relations Agent

Mandarin Oriental Sanya is looking for a Guest Relations Agent to join our Front Office Department 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 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 Sanya features 278 elegantly designed rooms, suites and private pool villas. The Spa at Mandarin Oriental, Sanya is set in serene surroundings and consists of 18 treatment suites situated in 8 beautifully appointed villas. Each treatment suite includes private steam showers and the couples, VIP suites are furnished with sauna, steam room and oversized bathtub. Some of the luxury treatments on offer include the signature Oriental Essence, Thai, Aromatherapy, Deep Tissue, Aromatherapy, and Mandarin Oriental facial therapies.

About the job

Based at the Mandarin Oriental Sanya within the Front Office Department in Sanya the Guest Relations Agent is under the general direction of the Guest Relations Manager. Its responsibilities are to maintaining operational efficiency in Guest Relations operation and encourage supportive functional assistance to all departments. Also to promote desired work culture in Guest Relations area to achieve service production.

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

• Register the guest, assign rooms and room keys according to established check-in procedures
• Billing and checking out will be efficiently and accurately handled according to standard procedure
• Ensures all data is entered accurately and completely into the hotel systems
• Maintains cashier float and ensures accurate daily report of all money received
• Cashes hotel guest’s personnel and assists with currency exchange
• Sell the hotel and Mandarin Oriental products and services using up-selling and suggestive selling techniques
• Attends to guest’s complaints, inquiries and requests, referee’s problems to Duty Manager if he/she is unable to assist immediately
• Review arrival information on daily basis; VIP, Repeat guests, Groups, special requests etc.
• Keep abreast of all modifications to accounting policies and procedures
• Maintains comprehensive knowledge of standard reservation procedures, including reading telex, email, messages and interpreting availability sources
• Greeting all guests in a friendly manner and uses guest’s name at every opportunity
• Attend briefings/meetings and proactively updates and share relevant information
• Maintains cleanliness and tidiness of the work environment
• Continuously communicates with guests to improve service quality
• Provides information about hotel facilities, room features and in-house activities
• Record guest comments and preferences
• Encourages to adapt the knowledge of LQE into service offer in any aspect
• Regularly reviews guest history to verify preferences and acts accordingly
• Maintains good working relations with all departments
• Cooperates with all relevant departments to resolve guest questions or requests
• Communicates with associates daily/hourly to ensure consistent service
• Be familiar with MOHG properties to recommend onward bookings
• Identifies health & safety hazards in the work area and reports as necessary
• Works in other sections when needed
• Act and offer service as butler for certain highlighted guests

Measurable Objectives

• Ctrip rating above 4.8, TripAdvisor rank Top 10 in Sanya
• Ensure Front Office service standards and pass LQA audit
• Achieve Fans of MO related targets set by the corporate

As Guest Service Supervisor, we expect from you: 

• Strong interpersonal and problem-solving abilities
• Excellent Hotel product knowledge
• Highly responsible & reliable
• Works well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, always remaining calm and courteous.
•  English language skills

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.

Add any local benefits

• A competitive salary and benefits packages
• Annual Leave and Public Holidays
• Social Insurances and Housing Fund
• Free accommodation and meals

We’re Fans. Are you?