Guest Relation Manager

Mandarin Oriental Sanya is looking for a Guest Relation Manager 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 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.

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 Relation Manger is responsible for the day-to-day operation of the department and administering supervision for all Front lines of colleagues and ensure smooth running of the operation to serve all guests have an enjoyable and comfortable a stay as possible. Report to Front Office Manager.

As Guest Relation Manager, you will be responsible for the following duties:

• Installs and establishes all Guest Recognition Processes at the hotel
• Supervises, directs and manages all members of guest relations team

• Seek opportunities to continually improve guest “WOW” service
• Review arrival information on daily basis: VIP, special occasion guests, repeat guests and long stay guests

• Meet VIPs, special occasion guests, repeat guests and long stay guests upon arrival and ensures their allocated accommodation is satisfactory
• Support and assist in Guest History and Guest Preferences to ensure accurate and pertinent information to achieve consistent deliver to guests throughout the hotel.
• Be familiar with LQE and USP and is guided in daily work by these
• Communicate to all associates on a day to day, hour to hour basis to ensure consistent good service to guests
• Analyses guest preferences and prepares reports for improvement of Guest Satisfaction
• Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied

As Guest Relation Manager, 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 and Russian 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?