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 Supervisor (PABX) oversees the Communications Centre operations, ensuring all guest and internal communications are handled efficiently, professionally, and in line with Mandarin Oriental’s legendary service standards.

During the pre-opening phase, this role is instrumental in setting up systems, standards, and training to ensure a seamless opening and exceptional guest experience from day one.

Key Responsibilities

Operations Management

• Supervise all PABX/telephone operations, ensuring prompt, courteous, and accurate handling of incoming and outgoing calls
• Monitor call handling quality, response times, and adherence to Mandarin Oriental service standards
• Ensure correct routing of calls, wake-up calls, messages, and guest requests without delay
• Maintain updated knowledge of hotel services, promotions, in-house guests, and VIP arrivals/departures
• Oversee and ensure accuracy of wake-up call services and emergency communication protocols

Guest Experience Excellence

• Deliver consistently refined and personalized service aligned with Mandarin Oriental’s “Fans of MO” philosophy
• Ensure all guest interactions reflect professionalism, discretion, and warmth
• Anticipate guest needs and proactively support service delivery through effective communication
• Handle guest complaints or communication issues promptly and escalate when necessary

Leadership & Team Supervision

• Lead, train, and coach the Guest Service (PABX) team to maintain high service standards
• Conduct regular briefings, emphasizing VIPs, arrivals, and operational updates
• Monitor staff performance, provide feedback, and implement development plans
• Prepare duty rosters and ensure optimal staffing coverage at all times
• Foster a positive, service-driven team culture

Coordination & Communication

• Act as the central communication hub between departments (Front Office, Housekeeping, Engineering, Security, F&B, etc)
• Ensure timely dissemination of VIP movements, special requests, and emergency information
• Assist in coordinating guest requests and follow-ups across departments
• Maintain confidentiality and discretion for high-profile and VIP guests

Safety & Emergency Handling

• Handle emergency calls and incidents (fire, medical, security, etc.) according to hotel procedures
• Ensure all emergency communication systems are fully operational
• Participate in emergency drills and crisis management procedures

Administration & Reporting

• Maintain call logs, records, and communication reports
• Monitor and report on call quality metrics and service performance
• Ensure proper use and maintenance of PABX systems and related equipment
• Assist in budgeting, cost control, and departmental efficiency initiatives

Qualifications & Experience

• Diploma or degree in Hospitality Management or related field preferred
• Minimum 2–3 years experience in PABX/communications or Front Office operations in a luxury hotel
• Prior supervisory experience preferred
• Excellent verbal communication skills in English (additional languages are an advantage)
• Strong leadership, coaching, and team management skills
• High level of professionalism, discretion, and emotional intelligence
• Ability to multitask and remain composed under pressure
• Strong attention to detail and organizational skills
• Proficiency in hotel systems (Opera or similar PMS, PABX systems, other hotel systems)
• 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.

We’re Fans. Are you?