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Guest Relations Coordinator

Miami, FL, United States, Florida, United States

Guest Relations Coordinator

  • Miami, FL, United States
  • Rooms Division
  • Full time
  • Closing at: Jul 3 2023 at 23:55 EDT

Overview of Position

The Guest Relations Coordinator is responsible for, but not limited to, welcoming guests; meeting, greeting and escorting all VIPs, and ensuring absolute guest delight and throughout the guest experience from check-in to check-out.  The position is also responsible for assisting with the daily operations of the Front Desk and other Front Office departments. The Guest Relations Coordinator should have excellent written and verbal communication skills, with the ability to multi-task. A strong working knowledge of MS Office products, HMS, and HOTSos is preferable. At least 1 year of Front Office experience is preferred.

The Guest Relations Coordinator will report directly to the Guest Relations Manager.

Job Duties and Responsibilities

  • To present a professional image by maintaining the Hotel’s grooming standards.
  • To occasionally represent Guest Relations in Group meetings.
  • To assist in updating all guest preferences/feedback/communication in SMS.
  • To assist in maintaining and updating daily / weekly arrival lists.
  • To assist in completing daily tasks that are on the guest relations checklist.
  • To assist in maintaining periodic reports and liaising with Hong Kong.
  • Handling guest calls and acting upon them in a professional & courteous manner.
  • To assist in organising envelopes and or rooming lists for group arrivals.
  • To assist the Team and Front Office Team in the day to day Departmental / Hotel operations.
  • To assist guests and team with shopping/buying items from nearby stores.
  • To assist details related to the kids program, pet program, and any guest preferences.
  • To maintain effective arrivals lists, liaising with respected operational departments for organisation of guest preferences.
  • To updating of MOD logs or any feedback given by the guest in SMS.
  • To organize farewell/milestone/kids gifts/amenities as directed by Guest Relations Manager To occasionally assist in lobby coverage.
  • To carry out any reasonable requests as directed by Guest Relations Manager and MOD
  • To keep a sufficient stock of office stationary and order accordingly
  • Meet and Greet of the guests – In room registrations
  • Lobby Duty
  • VIP room checks
  • Coordinating amenities and preferences with Sales, in-room dining, director of purchasing, housekeeping (or any other department needed)
  • Sending out Guest Profiles
  • Updating VIP arrival and in-house board
  • Preparing the DCF and googling arrivals for the next day + update profile accordingly
  • Prepare VIP photo recognition for next day arrival (for entire hotel)
  • Prepare and update next day arrivals (traces, evaluate VIP status, profile clean-up, etc.)
  • Attending Morning Meeting in absence of GRM


  • Have a minimum of 1 years’ experience in the similar position, preferably in a luxury setting.
  • Flexible schedule is required, including weekends and holidays.
  • Have excellent communication and organization skills.
  • Must be able to work in a high-pace and dynamic operation. 
  • Able to work together with other colleagues.
  • Have a pleasant, friendly and helpful manner.
  • Maintain a clean and healthy personal hygiene and grooming.
  • Work in a safe, prudent and organized manner.
  • Able to handle multiple tasks at one time.
  • Able to consistently delight and satisfy our guest.
  • Able to handle guest requests in a detailed manner.

Working with us means…

We are dedicated to delighting our guests and to delighting our colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programs, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

Equal Employer Opportunity Statement

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.

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

With 326 guest rooms and 31 suites, Mandarin Oriental, Miami is in Brickell Key and is a prime location for both business and leisure guests.  It is an urban resort with Miami’s only private beach.

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