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Night Guest Experience Agent

London, United Kingdom

Night Guest Experience Agent

  • London
  • Rooms Division
  • Full time

Night Guest Experience Agent

Mandarin Oriental Hyde Park is London’s most iconic address. The spirit of the city infuses every floor. The park’s green vastness rolls beyond bedroom windows. Renowned guests frequent the hotels’ bars and restaurants.

It’s another world. A world of oriental luxury and the most attentive service. A world that’s all about our guests.

It’s also a world that’s been reinvented and reimagined to move with the times. With a heart of London’s heritage and an eye to the future, we use our own sense of history to set new standards – through kind, passionate and generous service.


We provide a comprehensive Benefits Package which includes

  • Guest Hotel Experience for employees
  • Up to 5 complimentary room nights per year in Mandarin Oriental Hotels
  • Discounted room nights
  • 50 % discount in F&B outlets and for Spa treatments
  • Health cash plan
  • Company pension plan 
  • Exciting range of learning and development programmes
  • Regular colleague social and wellbeing events
  • Opportunities for promotion and transfer across the group

For some hotels, a cheerful smile and polite tone might be enough to be a Night Guest Experience Agent. For us, being the face of our hotel calls for much more. 

First and foremost, being a Night Guest Experience Agent is about emotional intelligence. What are their interests? What’s the occasion for their stay? How can we wow them beyond our already exceptional levels of service?

Of course, it’s also about how you present yourself. We’re looking for Guest Experience agents who can wear our fan pin with pride. And finally, it’s about pulling together, because a great deal of teamwork goes into creating the perfect stay. For example, if a guest mentions an early start, our whole team can come together to make that easier for them – a well-timed wake up call, a luxury car ready and waiting.

It’s a finely tuned orchestra, made up of exceptional soloists.

About the role

• Acts as a liaison with all hotel guests via phone, email and any other communication channel.

• To ensure the amenity programme is maintained and the arrival reports are updated with the relevant information, guest preferences, VIP codes, any special requests.

• Coordinate all guest and internal enquiries with the relevant departments

• Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines.

• To follow all MOHG and MOLON procedures and guidelines in general and specifically in LRA, Forbes, FLHSSE, CES & Data Completeness.

• Assisting in achieving and maintaining high guest retention ratio.

• To a maximise revenue opportunities and maintain guest satisfaction levels to the standard of the hotel and of the company at all times.

• Proactive up-selling of MO product and create opportunities of new business.

• Obtain guest preferences and habits. To ensure all information received is being accurately recorded.

• Updating Arrival Report by ensuring guest data is most accurate and relevant.

• To delivering Guest Experience projects as advised

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