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 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.

Mandarin Oriental, Makati is an upcoming 5-star luxury hotel set within the lush Ayala Triangle Gardens, at the prestigious corner of Paseo de Roxas and Makati Avenue. Scheduled to open in 2026, this landmark development will feature 276 elegantly appointed guestrooms and suites, offering a refined blend of contemporary design and timeless sophistication. Guests will enjoy an exceptional array of world-class amenities, including a curated selection of restaurants, a stylish bar, a serene pool area, and the brand’s signature spa. Designed to be a sanctuary in the heart of the city, the hotel promises an elevated experience for both leisure and business travelers seeking comfort, excellence, and distinction in Manila.
 

The Role

The Guest Service Manager (PABX) is responsible for overseeing all aspects of the hotel’s telecommunications and guest communication services, ensuring seamless, efficient, and professional handling of all internal and external calls.

As a key guest contact point, the PABX Manager ensures that every interaction reflects Mandarin Oriental’s legendary service standards of warmth, efficiency, and personalization. In a pre-opening environment, this role is critical in setting up systems, developing protocols, and building a highly trained communications team.

Key Responsibilities

Communications Operations Management

• Oversee the daily operations of the PABX/Communications Centre, including incoming and outgoing calls, email, and messaging platforms
• Ensure all calls are answered promptly, professionally, and in accordance with Mandarin Oriental service standards
• Monitor call handling quality, response time, and service consistency
• Ensure accurate routing of internal and external calls

Guest Service & Experience

• Ensure all guest interactions via telephone are warm, professional, and personalized
• Support handling of guest requests, inquiries, and wake-up calls accurately and efficiently
• Ensure proper logging and follow-through of guest requests via the system
• Handle guest complaints or service issues professionally and escalate when required

Pre-Opening Responsibilities

• Lead the setup and testing of telecommunication systems, including PABX, call accounting, wake-up call systems, and emergency lines
• Develop and implement Standard Operating Procedures (SOPs) for all communication processes
• Participate in vendor coordination for system installation and testing
• Support recruitment, onboarding, and training of Communications Agents
• Conduct mock calls, simulations, and service training exercises

Team Leadership & Development

• Lead, supervise, and motivate the PABX/Communications team
• Provide training on telephone etiquette, service standards, and system usage
• Monitor team performance and provide coaching and feedback
• Ensure staffing levels are aligned with operational needs
• Foster a culture of professionalism, efficiency, and guest focus

Systems & Technology Management

• Ensure all telecommunication equipment and systems are functioning properly
• Coordinate with IT and Engineering for maintenance and troubleshooting
• Monitor system performance and recommend improvements or upgrades
• Ensure integration with hotel systems (PMS, guest request systems, etc.)

Financial Awareness & Cost Control

• Monitor telecommunications expenses and ensure cost efficiency
• Control misuse of telephone services and long-distance charges
• Assist in budget planning for communication systems and upgrades
• Track usage and identify opportunities for efficiency improvements

Coordination & Communication

• Coordinate closely with Front Office, Housekeeping, Concierge, Engineering, and F&B
• Ensure accurate and timely communication of guest requests to relevant departments
• Participate in daily briefings and operational meetings
• Ensure seamless information flow across departments

Quality Assurance & Brand Standards

• Ensure all communications align with Mandarin Oriental tone and standards
• Monitor call recordings (if applicable) and evaluate service quality
• Implement continuous improvement initiatives based on guest feedback
• Ensure compliance with brand standards and audit requirements

Safety, Security & Emergency Handling

• Manage emergency communication procedures (fire, medical, evacuation)
• Ensure calls are handled appropriately during emergencies
• Maintain updated emergency contact lists and procedures
• Ensure confidentiality and privacy of guest information

Qualifications & Skills

• Bachelor’s degree in Hospitality Management, Communications, or related field preferred
• Minimum of 4–6 years’ experience in Front Office or Communications/PABX operations in a luxury hotel environment
• Previous supervisory or managerial experience required
• Pre-opening experience is highly desirable
• Strong communication and leadership skills
• Excellent telephone etiquette and guest service skills
• Familiarity with PABX systems and hotel PMS and other hotel systems
• Fluency in English; additional languages are an advantage
• Exceptional communication and interpersonal skills
• Leadership and team development
• Attention to detail and service quality focus
• Strong organizational and multitasking ability
• Technical awareness of telecommunications systems
• Calmness and professionalism under pressure

Why Join Us?

Mandarin Oriental offers a world-class environment where your expertise, creativity, and leadership will shape the legacy of our return to Manila. You will be part of a dynamic preopening team committed to excellence, innovation, and authentic Asian hospitality.

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.

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