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 275 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 (PABX) Operator is responsible for handling all incoming and outgoing communications within the hotel, ensuring calls are answered promptly, courteously, and professionally. As one of the primary guest contact points, the Guest Service (PABX) Operator plays a critical role in delivering Mandarin Oriental’s legendary service through clear, warm, and efficient communication.

In a pre-opening environment, the Guest Service (PABX) Operator contributes to operational readiness, participates in training and system testing, and helps establish communication standards for the hotel.

Key Responsibilities

Call Handling & Communications

• Answer all incoming calls promptly using the Mandarin Oriental standard greeting
• Direct calls accurately to the appropriate department or individual
• Handle outgoing calls, guest requests, and internal communications efficiently
• Ensure minimal hold time and maintain high standards of telephone etiquette

Guest Service & Experience

• Provide a courteous, friendly, and professional tone at all times
• Handle guest inquiries, requests, and information needs accurately
• Log and dispatch guest requests through the hotel system for follow-up
• Deliver intuitive, anticipatory, and personalized service through all interactions
• Ensure guest satisfaction through timely and effective communication

Message Handling & Follow-Up

• Record and relay guest messages accurately and promptly
• Ensure all requests are tracked and followed up until completion
• Maintain confidentiality and discretion in handling guest information
• Ensure clarity and accuracy of all communication

Wake-Up Call Services

• Schedule and execute wake-up calls accurately and on time
• Follow SOPs for secondary and follow-up wake-up calls when required
• Maintain professionalism and clarity during wake-up interactions

Pre-Opening Responsibilities

• Participate in training sessions, system familiarization, and SOP briefings
• Assist in testing telecommunications systems and workflows
• Take part in mock calls, role-playing, and service simulations
• Support readiness of communication systems and operational standards

Coordination & Communication

• Communicate effectively with Front Office, Housekeeping, Concierge, Engineering, and F&B
• Dispatch guest requests accurately to appropriate departments
• Ensure proper handover and communication between shifts
• Maintain updated knowledge of hotel operations, services, and events

Systems & Technology

• Operate the PABX system, guest request management systems, and PMS (Opera or equivalent)
• Maintain accuracy in logging calls, messages, and guest requests
• Report system malfunctions or technical issues promptly
• Ensure proper use of all communication tools and systems

Quality Assurance & Brand Standards

• Adhere to Mandarin Oriental’s telephone etiquette and communication standards
• Maintain professionalism, clarity, and consistency in all communication
• Ensure compliance with SOPs and brand service expectations
• Participate in quality improvement initiatives and feedback programs

Safety, Security & Emergency Handling

• Follow emergency call handling procedures (fire, medical, security incidents)
• Ensure proper escalation and communication during emergency situations
• Maintain updated emergency contact lists and procedures
• Protect guest privacy and ensure confidentiality at all times

Qualifications & Experience

• Bachelor’s degree in Hospitality Management, Communications, or related field preferred
• Minimum of 1–2 years’ experience in Front Office, Call Center, or Communications role (hotel experience preferred)
• Fresh graduates with strong communication skills may be considered (ideal for pre-opening)
• Excellent spoken English; additional languages are an advantage
• Strong telephone etiquette and customer service skills
• Familiarity with hotel systems (PABX, Opera) is an advantage
• Strong communication and listening skills
• Professional telephone etiquette
• Attention to detail and accuracy
• Ability to multitask and manage high call volumes
• Calmness under pressure
• Teamwork and cooperation

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.

We’re Fans. Are you?