Guest Relations Agent – Club Lounge

Mandarin Oriental Muscat is looking for a Guest Relations Agent – Club Lounge to join our Club Lounge 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 Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combine the Group’s legendary service, world-class amenities and sweeping sea or mountain views.

Responsibilities

• Creates MOWow Moments that surprise and inspire our guests.

• Being able, and regularly performing, duties of all functions within the Front Office such as check-in, check-out, credit card handling, complaint handling, corresponding with our guests and guest relation tasks.

• Be the first point of contact in terms of guest relations, feedback and services.
• Assisting in billing and invoice preparation.
• Preparing reports according to MOHG standards.
• Updating registration cards according to MOHG standards.
• Be present at the Front Office at the designated shifts and support the Team operationally.
• Being an ambassador of the hotel both being actively engaging with guests and with colleagues.
• Understands and follows all applicable standards, both in terms of quality, sustainability and FLHSS of the Rooms Division, policies and rules.
• Develops and supports Trainees and Interns at the Front Office.

• Handling and updating Guest360 and Fans of MO profile data.
• Actively advertises our Fans of MO guest recognition program to our guests.
• Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards.
• Handle all guest complaints and comments tactfully and escalates them in a reasonable and sensitive manner.
• Cooperate and coordinate teamwork with other departments.

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.