Guest Relations Agent

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

The Guest Relations Agent will meet and exceed guest expectations by providing efficient and courteous Guest Relations service in accordance with Legendary Quality Experiences. The Guest Relations Agent will meet, greet, and escort all VIP guests and will ensure a smooth arrival and a fond farewell. It is the mission and intent of this position that the incumbent will always keep the guest’s perspective in mind and carry out the mission of the Rooms Division.

Responsibilities

Departmental:

• Help the Guest Relations Manager to inspect all VIPs rooms prior to arrival and ensure all requests are met.
• Help the Guest Relations Manager to meet and greet guests.
• Prepare the Daily Communication Form.
• Handle amenity requests and other guest relations program.
• Run and Participate in the VIPs meeting.
• Monitor inventory levels and order supplies as needed.
• Ensure accuracy in billing and payment processing, including handling cash, credit cards, and other forms of payment.
• Ensure compliance with all relevant laws, regulations, and industry standards, including safety, security, and hygiene requirements.
• Implement quality assurance measures such as regular inspections and audits, to uphold brand standards and service excellence.
• Communicate effectively with external stakeholders through various channels, including in-person, phone, email, and social media.
• Assists the Front Office during need periods.
• Establish individual guest’s preferences and provide the service accordingly.
• Check and update arrival and departure reports for a better handling and anticipation of guest needs.
• Establish a personal contact with guests during their stay and local guests in the lobby and food and beverage outlets.
• Attend to specific guest’s requests ensuring efficient and proactive service.

Colleague Relations:

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.
• Works closely with Front Office, Housekeeping, Room Services, Concierge and all F&B departments.

Guest Relations:

• Warmly engage and converse with guests.
• Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs).
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.
• Have a vast knowledge and perform check ins, check outs, billing and rooming guests.
• Handles guests’ complaints.

Skills and Qualifications

• Senior School qualification.
• Minimum 2 years of experience working in a 5-star hotel environment.
• A minimum of 1 year of Front Office experience.
• Previous experience working in the Middle East Region is an advantage.
• Strong commands of Microsoft Office products, PSMS and all related front office software.
• Strong problem-solving skills.
• Excellent verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.
• Ability to understand guest needs and expectations and to deliver superior customer service.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.