Major Responsibility:

• Consistently achieves the service and product delivery standards with a high degree of client care and service at all times. 
• Demonstrates a pride in workplace and a high level of commitment. 
• Supports company's philosophy and company culture through the use of Pillars and Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement. 
• Provides excellent service at all time to all of our guests. 
• Assists Guest courteously and efficiently. 
• Creates special conversations with guests, which identify personal preferences in order to record in each guest’s profile history. 
• Is knowledgeable of all in-house and arriving guests. 
• Liaises with the Front Desk and Executive Club on anticipated Guest check-ins, check-outs, room assignments, rooming lists and Group movements to ensure that arrival and departure experience are met. 
• Is aware of all daily events in the hotel. 
• Handles rooms’ inspection or show rooms if required. 
• Assists guests with onward reservations for Mandarin Oriental Hotel Group. 
• Ensures proper key handling procedures are adhering to at all times.
• Communicates immediately all important details to management and colleagues. 
• Ensures that guest’s history profiles providing accurate information at all times. 
• Acts as a guide when guests ask for direction and physically assists them to their destination within the hotel. 
• Responds to all guest needs and requests. 
• Ensures and maintains a very high standard of personal hygiene, behavior and grooming standards of colleagues. 
• Handles guest complaints and comments relating to the department tactfully to achieve maximum guest satisfaction. 
• Assists reception with check-in, check-out and escorting guests to their guest room, aiding in the efficient flow of service. 
• Ensures that all health and safety company standards are maintained and carried out at all times. They must be monitored regularly to assist in scoring 100% on the Mandarin Oriental Hotel Group health and safety audit. 
• Promotes and Up sell the hotel’s facilities and to all guests and visitors. 
• Assist guests during check in process ensure complete guest information is obtained based on Registration Card and billing arrangement is established according to FO policies and procedures. 
• To be fully conversant with Loyalty or any frequent flyer Program outline by Mandarin Oriental Hotel group. 
• Provide guest with safe deposit boxes services whenever required. 
• Attends training conducted by the Learning and Development Department or the Department’s Manager
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