Guest Services Agent

The Group

Mandarin Oriental Hotel Group (MOHG) is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality.

The Hotel

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park. Located in Columbus Circle’s Deutsche Bank Center, Mandarin Oriental, New York is in an idyllic location just steps away from world-class dining, shopping and entertainment, including the Broadway Theater District, Lincoln Center, Central Park, Jazz at Lincoln Center and the shops of Columbus Circle.

Duties and Responsibilities

1. Major responsibilities       

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, and up-sell opportunities.
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change and processing gift certificates and cards
• Handle cash drawer properly as outlined in the MOHG Controller’s manual, and check cash float at the beginning and end of each shift to ensure at all times that amounts are correct.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Address special guest preferences recorded in guest history profiles
• Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly
• Provide quality service with colleagues to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience
• Arrange fulfilment of guest services by working with the Concierge, Housekeeping, Guest Relations, Reservations and Room Service colleagues
• Handle guests incoming and outgoing correspondence, (telephone, digital communication, etc.)
• Establish a good working knowledge of the Accounting Department so as to facilitate guests and Management requests for historical data
• Demonstrate teamwork by cooperating with and assisting colleagues as needed Perform any other reasonable duties as required by the front office management team.

NOTE: The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion. 

Requirements

• Able to communicate written and spoken English
• Customer service background
• Must be flexible with scheduling, specifically able to work overnight shift 5 days a week. 
• Excellent overall communication skills
• Basic computer and typing skills
• Able to multi-task
• Strong desire excellent guest service
• The ability to work well in a team environment
• Able to stand for extended periods of time

Pay: $30.21 to 40.29/ hourly.