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Guest Relations Supervisor / Assistant Manager

Milan, Italy

Guest Relations Supervisor / Assistant Manager

  • Milan
  • Rooms Division
  • Full time
  • Closing at: Feb 28 2023 at 18:15 HKT

Mandarin Oriental Hotel 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 Hotel:

Ideally located on the charming Via Andegari, Mandarin Oriental, Milan is a stylish and intimate hotel, featuring 104 guestrooms, including 36 beautifully appointed suites. Set in the heart of the city, only steps away from the world-renowned La Scala opera house, it inhabits four elegant 18th Century buildings in Milan's most prestigious district. The hotel features a fine-dining restaurant, Seta and a bar-bistro, Mandarin Garden where an eclectic choice of contemporary cuisine and cocktails are offered in chic surroundings. The Spa at Mandarin Oriental, Milan is the city's most comprehensive, offering a holistic approach to rejuvenation and relaxation in tranquil, meditative surroundings that feature indoor swimming pool and six private treatment rooms. In addition, the hotel has two versatile function rooms that benefit from natural daylight.

Organizational Structure

The Assistant Guest Relations Manager reports to the Guest Relations Manger and receives coaching, guidance and other duties from the Front Office Manager.

Duties and Responsibilities

Major responsibilities       

  • Greet and escort guests promptly to their rooms
  • Supervise and assist Guest Service Agents with their duties
  • Ensure a warm and genuine arrival and departure experience
  • Assist with the Handling of cash drawer properly as outlined in the MOHG Controller's manual
  • 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 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 the Concierge, Housekeeping, PBX, Reservations and Room Service colleagues
  • Handle guests incoming and outgoing correspondence, (facsimile, messages, mail, etc.)
  • Ensure that sufficient stationary is available for the daily operation
  • Serve as the Manager on Duty and available to guests when required to cover MOD shifts
  • Ensure proper staffing at all times
  • Compile and maintain the daily Manager on Duty report
  • Communicate clearly with the Night Auditor and Accounts Department
  • Establish a good working knowledge of the Accounting Department so as to facilitate guests and Management requests for historical data
  • Provide assistance to guests throughout the guest experience.
  • Perform any other reasonable duties as required by the Hotel Manager and Front Office Manager

The incumbent will require the following personal attributes:

Requirement on Core Competencies

1.     Delighting our Clients

  • Awareness and sensitivity to the concept of luxury and quality
  • Responsive and genuine with guests and colleagues
  • Confident with guest interactions

2.     Working with Colleagues

  • Able to read and write English, Italian e a third language
  • Is culturally sensitive
  • Listens to fellow colleagues
  • Is co-operative and committed to the MOHG Mission

3.     Promoting a Climate of Enthusiasm

  • Has energy and drive
  • Has a sense of urgency for guest requests
  • Communicates clearly
  • Open to feedback and learning


  • 2 years hotel experience
  • Able to communicate written and spoken English and Italian
  • Excellent overall communication skills
  • Basic 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

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