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Employment type

Department / Job Level

Property / Office


Apply now Job no: 507790
Employment type Full time
Property / Office: Mandarin Oriental, New York
Location: New York, NY, United States
Department: Non-Management (Entry), Front Office

Duties and Responsibilities


  1. Major responsibilities       


  • Initiate contact with guests entering the hotel
  • Approach guests needing assistance
  • Deliver luggage to the guest room within 15 minutes
  • Be familiar with the entire room product including IT&T equipment
  • Be familiar with all hotel services including spa and dining
  • Deliver messages, packages and facsimiles within 15 minutes of receipt
  • Actively listen and communicate specific guest requests accurately to the Concierge, Reception and PBX colleagues to ensure complete follow up
  • Deliver newspapers to all guest rooms prior to 6 AM
  • Remove luggage from guest rooms upon check out
  • Other duties as deemed appropriate by the Director of Front Office and Front Office Manager
  • Ability to understand guest inquiries and provide responses.
  • Ability to focus attention on guest needs, remaining calm and courteous.
  • Ability to promote positive relations with all individuals who approach the Bell Stand and by telephone.
  • Ability to think clearly, quickly, maintains concentration and makes concise decisions.
  • Ability to focus attention on details.
  • Ability to maintain confidentiality of all guest information and pertinent hotel data.
  • Ability to ensure security of guestroom access. 
  • Ability to perform job functions with minimal supervision.
  • Ability to work cohesively with other departments and o-workers as part of a team.
  • Ability to be flexible as the job changes.
  • Ability to analyze and resolve problems exercising good judgement.
  • Ability to work flexible hours, including weekends, holidays and evenings if necessary.
  • Must have a professional image and personality exuding confidence and leadership skills.
  • Be an ambassador to The Mandarin Oriental Hotel Company at all times, in and outside of one’s workplace.
  • Ability to be a clear thinker in pressure situations and exercise good judgements.
  • Ability to work well under pressure of check-in/check-out of 200 guests and in coordinating all departmental functions. 
  • Ability to focus attention on guests’ needs.
  • Ability to exert physical effort in placing, removing and transporting guest luggage.
  • Ability to remain stationary at assigned post for extended periods of time.
  • Maintain complete knowledge of:
  • All hotel features/services, hours of operations
  • All hotel restaurant food concepts, menu price range, dress code and ambiance
  • All hotel room types, numbers/names, layout appointments, amenities and locations.
  • All hotel room rates, special packages and promotions.
  • Daily expected arrivals/departures
  • Scheduled daily group activities, names and locations of meeting/banquet rooms.

Local events, attractions, holiday schedules

  • Maintain complete knowledge and comply with all hotel a departmental policies and procedures.
  • Obtain department keys and radio; ensure security of such.
  • Access all functions of computer systems in accordance with departmental specifications.
  • Set up workstations with necessary supplies; maintain cleanliness through shift.
  • Accommodate all guest requests expediently and courteously.  Follow up with designated hotel personnel to ensure completion of request.
  • Document guest requests for Bell Person assistance.
  • Accommodate all guest requests in an accurate and efficient manner.
  • Assist with group luggage requirements.
  • Maintain cleanliness and working condition of departmental equipment/supplies.
  • Maintain the condition of lobby, hotel entrance, bell desk and luggage storage areas.
  • Ensure that all pertinent information is documented in the logbook daily.
  • Transport guest luggage from the point of arrival at the hotel to their assigned room.
  • Transport guest luggage form current room to reassigned room for room changes.
  • Transport guest luggage from their room to the point of departure from the hotel.
  • Correctly tag, store and retrieve luggage from luggage storage.
  • Identify and explain hotel facilities and features to guests and conduct hotel tours when needed.
  • Place guest luggage inside room & offer guest assistance with anything they might need.
  • Deliver/ offer to deliver Ice to all guests upon check-in.
  • Offer Pressing, Laundry/Valet and Shoeshine services.
  • Offer packing/unpacking service to Club guest.
  • Remain in assigned postposition, maintaining correct stance.
  • Deliver items to guestrooms promptly to include:
  • Messages
  • Mail & Faxes
  • Packages
  • Flowers
  • Sundry items requested by guests
  • Gift items & Amenities
  • Deliver Newspapers to all guestrooms.
  • Polish brass luggage carts and maintain cleanliness of carts.
  • Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
  • Assist guests in locating and retrieving lost luggage.
  • Collect and record guest preferences.
  • Practice Lateral Service and Teamwork
  • Complete any task(s) assigned by Leaders
  • Successful completion of the training process.
  • Provide guestroom and hotel tours.
  • Assist Door Person with unloading and loading of vehicles.
  • Assist Concierge staff with guest requests and services, including retrieval of theater tickets, flowers and other items as requested.
  • Answer department telephone within 3 rings, using correct salutations and telephone etiquette.

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