Mandarin Oriental, Boston is looking for a Guest Service Agent to join our Front Office 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 recognised 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, Boston is situated in the heart of the Back Bay overlooking Boylston Street. Our luxurious 138 guest rooms and 12 suites set the standard for spaciousness, combining classic Bostonian residential elegance with refined hints of our Oriental heritage. Our spa introduces Boston to world-acclaimed and unique Mandarin Oriental therapies.

About the job

Based at the Mandarin Oriental, Boston within the Front Office Department in Boston, Massachusetts, the Guest Service Agent is responsible for the check-in and check-out process as well as answering general questions regarding local entertainment, hotel hours of operation, services and facilities, and assisting with any other guest requests.

The Guest Service Agent reports to the Director of Rooms and Front Desk

Managers.

As Guest Service Agent you will be responsible for the following duties:

• Welcome and register guests upon arrival according to hotel standards; 
• Assist and escort guests to their rooms or their destination.
• Provide quality service by responding to guest’s requests promptly, efficiently and courteously.  
• Dealing with enquiries both in person, over the phone, text message, and via e-mail.  
• Address, check and register special guests' preferences recorded in the hotel’s Property Management System.  
• Provide pre-arrival support for upcoming guests.
• Anticipate guests' needs in order to provide an exceptional and unique guest experience in line with MOHG standards.
• Support the Concierge Team in offering recommendations for restaurants and activities.
• Review invoices and accounts according to hotel policy and procedures.
• Take payments and handle cash float properly as outlined in company standards.  
• Showing co-operation and support to all hotel and Residences colleagues. 
• Stay current with developments, procedures and news through hotel communication channels.  
• Other duties as assigned.

As Guest Service Agent, we expect from you: 

• Minimum of one year’s experience in luxury hospitality in the same or similar role.
• Excellent guest service attitude and communication skills.
• Reading, writing, and oral proficiency in the English language.
• Excellent computer skills.
• Strong multitasking ability. 

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.

Local Benefits

• A competitive salary and benefits packages.

• Meals served while on duty.
• Complimentary daily uniform laundering.
• Discounted colleague parking available.

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 non-discrimination 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.

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