Guest Relations Manager

Mandarin Oriental New York is looking for a Guest Relations Manager to join our Guest Relations 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 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, 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.

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

About the job

Based at the Mandarin Oriental New York within the Guest Relations Department in New York City, the Guest Relations Manager key focus will be on preparing and communicating key information for all our guests with all departments in the hotel. They will be responsible for executing delivery of amenities, ensuring that guest preferences are met while delighting and exceeding guest expectations. The Guest Relations Manager will act as the “owner” of the guest database and will liaise with all departments to ensure all specific guest requests are completed as required.

The Guest Relations Manager reports to the Director of Guest Relations.

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

• Review all arrivals for the upcoming days and ensure all preferences are recorded/communicated with relevant departments
• Run reports to prepare for VIP meeting with all operational departments
• Select guests to be met by GR Management and Higher Management pre-arrival, during stay and at departure
• Coordinate all guest preferences with other departments (IRD, HSK, IT, Eng etc) on a daily basis
• Responsible for physical inspection of rooms with special requests (i.e, fridge, microwave) prior to arrival
• Coordinates all VIP Amenities as requested by Executive Office, Sales and Front Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
• Arrange last minute amenities as needed – communicating with departments for day of arrival
• Review Guest Profiles and ensure details/special requests are recorded in correct MO format
• Highlight VIPs on monumental stays and arrange amenities and update spreadsheet
• Write welcome cards for guests as directed by GR Manager
• Review group resumes and guest riders when received to arrange all items prior to arrival
• Source & coordinate with concierge for purchase of items outside of the hotel 
• Respond to any colleague/guest emails that are received
• Assist guests prior to arrival to arrange amenities for special occasions
• Maintaining spreadsheet for all MOWOWs
• Daily deduping of duplicate guest profiles and deduping monthly report once received from corporate
• Responsible for maintaining the highest quality database relating to Guest History
• Accountable for results from Guest Satisfaction Survey and all mystery shoppers (MOQA, Forbes), in areas relating to Guest Recognition Program
• Preparation of guest turn down letters
• Represent GR Management team at daily/weekly meetings if necessary
• Ability to be flexible based on business needs
• This description for The Guest Relations Manager has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.  All duties and requirements are essential job functions.
• This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  The Guest Relations Manager will be required to perform other job-related duties assigned by Director of Guest Relations.

The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

As Guest Relations Manager, we expect from you: 

• 2 years New York luxury hotel experience
• 4 year college or university degree
• Able to communicate written and spoken English
• Excellent overall communication skills
• Able to multi-task
• The ability to work well in a team environment
• Proficient in Microsoft Excel, Word, Outlook

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.

Salary and Benefits:

•  Salary $75,000 to $85,000 yearly
• A competitive benefits package, including health, dental and vision, 401(K), etc.

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. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

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