Duties and Responsibilities

• Acts as a liaison with all hotel guests requiring special needs and requirements
• Meets all VIP, long stay and suite guests
• Escorts VIP guests to rooms
• Responsible for physical inspection of all VIP rooms, prior to arrival
• Coordinates all VIP Amenities with Executive Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
• Develops new ideas for cost effective guest amenities
• Calls daily all VIP guests to arrange meetings (greetings, cocktails, afternoon tea, breakfast, lunch, dinner) with the General Manager
• Is the key person stationed in the lobby to welcome and greet guests upon arrival and departure
• Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines
• Accountable for results from Guest Database audit and Guest Satisfaction surveys, in areas relating to Guest Recognition Program
• To administrate the incentive schemes for guest recognition
• Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction
• Preparation of guest turn down letters
• Responsible for achieving and maintaining high guest retention ratio 
• Liaison with VIP guests for private business meetings in suites/function rooms
• Acts as Chairperson of Guest Recognition Task Force
• Make a daily tour of the property and ensure the building is secure and report any findings in the Duty Manager’s incident log.
• To ensure that the hotel’s credit policies are adhered to at all times.
• To be fully conversant with the hotel’s services and facilities i.e. Business Centre, restaurants etc. and to actively promote and up sell these.
• To be responsible for the training of all Front Office and Concierge colleagues in how to show a guest room to potential clients and arriving guests.
• To be present in the lobby to identify local dignitaries, and other VIPs and to inform the necessary departments of their presence.
• To advise the Director of Rooms and the General Manager of major social events taking place in Macau.
• To ensure a speedy telephone and message service in all Guest Service areas is consistent.
• To ensure that all incoming reservation for the day match necessary accommodation, and that all VIP’s, suite guest, return gusts, are pre-allocated / blocked accordingly.
• To ensure that the statement of allocated/blocked rooms is sent to the Housekeeping and Amenity Services Departments, and to ensure that all amenities and special requests are in place.
• To ensure that all returning guests are pre-registered and welcomed according to the hotel’s Guest Recognition program.
• Perform any tasks as assigned by the Management

1. Guest Requests

• Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
• To ensure that all Front Office colleagues deliver the Mandarin Oriental’s guiding principles and provide exceptional guest service at all times.
• To ensure that Front Office colleagues also provide excellent service to internal customers as appropriate.
• To ensure that all Front Office colleagues are aware of current promotions, policies and other important information.
• To ensure that all Front Office colleagues are familiar with the hotel’s products and services.
• To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• To spend time in Front Office areas during peak periods to ensure that the area is managed well by the respective team.
• To ensure that guest history records are accurately maintained and all repeat guests preferences are met.

    2. Financial responsibilities

• To maximize colleague productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
• To maximize rooms sales and revenues for the hotel through appropriate yield management, up-selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office colleagues.

3. Human Resources responsibilities

• To oversee the punctuality and appearance of all Front Office colleagues, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
• To ensure that the Fire Life Health Safety Security and Environment company standards and HACCP Standards are maintained and carried out. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit.
• To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.
• To develop the skills and effectiveness of all Front Office colleagues through the appropriate training, coaching, and/or mentoring.
• To support the implementation of Mandarin Oriental’s guiding principles.
• To feedback the results of the Colleague Commitment Survey and ensure that the relevant changes are implemented.
• To carry out annual appraisals and regular feedback on development on all colleagues using the Mandarin Oriental Hotel Group Performance and Development System PROFILE.