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Guest Relations Agent

Boston, MA, United States, Massachusetts, United States

Guest Relations Agent

  • Boston, MA, United States
  • Rooms Division
  • Full time
  • Closing at: May 31 2022 at 23:55 EDT

The 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. The Group regularly receives international recognition and awards for quality management and legendary service hospitality. 

Our Hotel

This position is located at Mandarin Oriental Boston. Holding both the AAA Five Diamond and the Forbes Five-Star awards, Mandarin Oriental, Boston enjoys a coveted location in beautiful Back Bay. With a sophisticated yet relaxed atmosphere, the hotel offers the perfect blend of luxury and style.


It is the mission and intent of this position that the incumbent will keep the guest’s perspective in mind at all times and carry out the mission of the Rooms Department. The Guest Relations Agent will meet and exceed guest expectations by providing efficient and courteous service in accordance with Legendary Quality Experiences. The Guest Relations Agent reports to the Front Office Manager.

Essential Functions

  • Major responsibilities
  • Offer a warm, sincere and personalized welcome to all guests
  • Create special conversations with guests, which identify personal preferences in order to record in each guest’s profile history
  • Respond to all guest needs and requests
  • Greet and escort guests promptly to their rooms
  • Provides assistance to guests in the lobby
  • Act as a guide when guests ask for direction and physically assist them to their destination within the hotel
  • Be knowledgeable of all in-house and arriving guests
  • Be aware of all daily events in the hotel
  • Communicate all important details to management and colleagues
  • Handle cash drawer properly as outlined in the MOHG Controller’s manual
  • Check cash float at the beginning and end of each shift to ensure at all times that amounts are correct
  • Demonstrate teamwork by cooperating with and assisting colleagues as needed
  • Address special guest preferences recorded in guest history profiles
  • Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly
  • Provide guests access to all Boston has to offer
  • Provide clear directions for all guests travelling outside the hotel
  • Maintain a consistent and sufficient level of brochures, maps and handouts
  • Demonstrate first-hand knowledge of the recommendations with thorough research
  • Enquire as to the success or enjoyment of the recommendations made
  • Have an in-depth knowledge of directions, travel time, cost and various forms of transportation
  • Provide a daily list to the Front Office Manager or Manager on Duty of transportation reservations
  • Arrange tickets for theatre, sporting events and local attractions
  • Make and confirm dining reservations
  • Provide guests with a confirmation card for dining reservations, transportation, theatre tickets, etc.
  • Maintain a constantly updated database with extensive information about city highlights
  • 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
  • Arrange fulfilment of guest services by working with other colleagues in the hotel
  • Handle guests incoming and outgoing correspondence, (facsimile, messages, mail, etc.)
  • Communicate clearly with other departments in the hotel
  • Establish a good working knowledge of the Accounting Department so as to facilitate guests and management requests for historical data
  • Be proactive and anticipate the complete requirements to make the guest experience a success
  • Maintain a daily sheet (via software) of all guest requests, reservations and confirmations for guests
  • Arrange for package delivery and pickup for guests
  • Maintain a clean, neat and organized desk/front office areas
  • Perform any other reasonable duties as required by the hotel’s leadership team

Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position. 

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company.  Employees or applicants should direct requests for accommodation to the Director of Human Resources.

Education and Experience

  • Mandatory

    2 years hotel experience

    Able to effectively communicate written and spoken English

    Excellent overall communication skills

    Excellent computer and typing skills

    Able to multi-task

    Strong desire to provide excellent guest service

    The ability to work well in a team environment

    Able to stand for extended periods of time

  • Desirable
  •         Multi-lingual is preferred

            Graduate of Hotel School or college degree preferred

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