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Guest Service Agent

Washington, DC, United States, Washington, United States

Guest Service Agent

  • Washington, DC, United States
  • Rooms Division
  • Full time

The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 36 hotels and six residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development and is a member of the Jardine Matheson Group. 

Our Hotel

Set at the heart of the U.S. capital between Maine and Maryland Avenues and 12th and 14th Streets, SW, Mandarin Oriental, Washington DC has redefined luxury in the city. Just streets away from the nation’s most revered monuments and the Smithsonian Institution, the hotel is also within easy reach of Capitol Hill and District Wharf.

Overview of Position

Mandarin Oriental, Washington, D.C. is currently seeking a full-time Guest Service Agent to join our Front Office team.

The Guest Service Agent reports to the Front Office Manager.

Essential Functions

  • Ensure a delightful, seamless arrival and departure experience
  • Handle all guest compliments, comments, observations and complaints timely and effectively achieving full guest satisfaction
  • Communicate all guest compliments, comments, observations and complaints to relevant departments and ensuring follow up
  • Process guest charges and payments accurately
  • Ensure the proactive building of guest history
  • Ensure accurate communication of information and guest requests by Front of House team members
  • Work with all Front of House colleagues achieving continuous, seamless service
  • Ensuring professional, efficient handling of reservations requests
    Encouraging day to day up-selling of guest accommodation
  • Other duties as assigned by the managers


  • Prior experience in hotel front office operations is preferred; prior experience in the luxury segment is strongly favored.
  • Must possess excellent communication skills; fluency in English is required.
  • Must be able to work a very flexible schedule that will include early mornings, late nights, overnights, weekends and holidays.
  • Must have strong computer skills; expertise with Microsoft Office, Word, PowerPoint, Excel is required; experience with Springer Miller Systems is preferred.


  • A Bachelor's Degree in Hospitality or related field is preferred.

Working with us means…

We are dedicated to delighting our guests and 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 programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

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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.

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