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Employment type

Department / Job Level

Property / Office

Guest Services Manager

Apply now Job no: 508029
Employment type Full time
Property / Office: Mandarin Oriental, Washington DC
Location: Washington, DC, United States
Department: Management (Manager), Front Office

The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 32 hotels and six residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development and is a member of the Jardine Matheson Group.

Our Hotel

Set at the heart of the U.S. capital between Maine and Maryland Avenues and 12th and 14th Streets, SW, Mandarin Oriental, Washington DC has redefined luxury in the city. Just streets away from the nation’s most revered monuments and the Smithsonian Institution, the hotel is also within easy reach of Capitol Hill and District Wharf.

Overview of Position

To ensure guest’s overall successful experience during stay at Mandarin Oriental, Washington D.C. by providing a warm, efficient, discreet and personalized service by the entire Guest Services team. The Guest Services Manager will build and maintain a loyalty between hotel and customers.

The Guest Services Manager provides day-to-day instructions and coaching to the Bellman and Doorman. The Guest Services Manager works closely with the Valet Parking supervisor and Front Office Manager on Duty on a daily basis. The Guest Services Manager reports to Director of Rooms.

Essential Functions

  • To ensure a delightful and seamless arrival and departure experience
  • To actively engage yourself to be present at public area such as lobby and front drive for the quality check of services provided by colleagues and ensuring all standards are met in services
  • To revise and maintain up-to-date SOP
  • To identify the service deficiencies and analyse the service trends and effectively communicates with the Director of Rooms for the improvement
  • To liaison with Valet Parking Service Provider ensuring guest’s overall successful Valet parking service experiences. And corroborate with Valet Parking Service Provider to control the traffic around the front drive area for smooth and safety operation
  • To handle all guest compliments, comments, observations and complaints in a timely and effective manner, ensuring guest’s complete satisfaction
  • To ensure the bellman and doorman handling, delivering and storing of all guest items with safety and in timely manner following the company’s standards
  • To ensure accurate information to be provided to the guest by Bellman and Doorman
  • To maintain the clear and effective communication with Bellman and Doorman to maximize the efficiency and effectiveness to guest services
  • To administrate weekly payroll by following the company’s policy
  • To schedule bellman and doorman appropriately based on the hotel business demands
  • To handle internal guest’s complaint, issue and concern by closely coordinating with Human Resources
  • To administrate stock inventory and purchasing
  • To ensure all the supply and tool for the colleagues to use are sufficient and available at all time
  • To attend management meeting
  • To discuss and evaluate colleague’s performance throughout the year
  • To perform aspects of human resources and training functions, including counselling, coaching, training, disciplinary actions, etc., for bellman and doorman
  • To ensure the departmental expenses are within the budget
  • To perform the task and project which being assigned by Director of Rooms and Hotel Management


  • 2+ years management experience
  • Prior management experience in a luxury hotel strongly favored
  • Bachelor's degree in hospitality or related field; or commensurate experience will be reviewed
  • Excellent problem and conflict resolutions skills required; must be able to effectively and professionally address internal and external guest complaints and concerns in a timely manner
  • Superior communication skills; fluency in English is required
  • Computer literate to include Microsoft Office, Word, PowerPoint, Excel, HMS Infor or other front office software.
  • Advanced multitasking skill, ownership and attention to details with a strong commitment to always seek for superior guest service and guest’s satisfaction
  • Ability to work a very flexible schedule that include longer hours, late nights, early mornings, weekends and holidays
  • Able to stand for extended periods of time


  • Prior managerial experience in a unionized hotel setting favored
  • Multi-lingual skills preferred

Working with us means…

We are dedicated to delighting our guests and colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

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Equal Employer Opportunity statement

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.

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