MANDARIN ORIENTAL HOTEL GROUP

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts, and residences in prime destinations worldwide. The Group is increasingly recognised for creating some of the world's most sought-after properties, providing 21st-century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design, a strong sense of place, and luxury hotels right for their time and place.

MANDARIN ORIENTAL, MARRAKECH

Mandarin Oriental, Marrakech, is set among 20 hectares of landscaped gardens filled with the scent of 100,000 roses. The snow-capped Atlas Mountains provide a stunning backdrop. Located just 10-minute drive from the city’s heart and the historic Medina, the hotel offers 56 private villas inspired by Berber and Andalusian-Arabic influences. All have secluded walled gardens, swimming pools and hot tubs, extensive areas for sunbathing, and shaded alfresco dining. Seven additional spectacular suites, each with its own rooftop plunge pool, feature panoramic vistas of the gardens and the surrounding countryside. There are a variety of exceptional restaurants and bars and a world-class spa offering the Group’s renowned signature treatments and treatments inspired by Moroccan traditions. The group’s unparalleled service, allied to the best traditions and hospitality of the Moroccan Kingdom, completes the luxury experience.

We are looking for a Guest Experience Majordome (Butler) to create memorable experiences for our guests during their stays in our beautiful Resort.

The Guest Experience Majordome will be responsible for:

• Escorting and welcoming assigned guests upon arrival, stay and departure.
• Coordinating special amenities and events for in house guests.
• Supervising the overall quality of assigned villas/suites experience.
• Coordinate guest with luggage service at check-in, check-out and storage.
• Converse with guest to furnishing information.
• Process mail, messages and packages for assigned guests.
• Coordinate transportation with Guest Experience Team and Concierge for assigned guests.
• Provide a professional and immediate response to guests concerning all activities and hotel services.
• Personalize the service to every guest assigned and create MOwow experiences.
• Inspects all orders to ensure all standards are met before delivery to guests.
• Assists the Guest Experience & Concierge Team duties when needed.
• Delivers housekeeping items and laundry to guest rooms when needed.
• Ensure all SOP/Checklists related to operations are duly filled according to the standards and properly stored.
• Respond to guests’ inquiries and coordinate special arrangements.
• Provide instruction and/or guidance for guest safety in fire or other emergency situations.
• Perform a variety of other duties as assigned by the Guest experience Supervisor, Front Office Manager or Director of Rooms.
• Respond to guest questions. Provide guest assistance, direction and information as requested when working in public areas.
• Assist daily departmental meeting with team before starting every shift.
• Communicate all information/changes to existing information to appropriate hotel colleagues in an accurate and timely manner.
• Maintain an active trace system for guest history related to their preferences and suggestions.
• Ensure to give a proper handover before the shift end.
• Generate a good atmosphere within the department.
• Report all suspicious persons or activities and hazardous or unsafe conditions to the management.
• Ensures accuracy of all collateral in suites and villas: current, correct, spelled correctly, clean and presentable.
• Ensures menu descriptions are up to date and distributed appropriately in the villas/suites.
• Generate a daily detailed activity report concerning tour assigned guest to the Front Office department.

What we are looking for:

• Hospitality education and experience in luxury environment
• Excellent overall communication skills
• Fluent in French and English
• Possess a pleasant and outgoing personality
• Strong desire to provide excellent guest service and ensure quality at all time
• The ability to work well in a team environment
• Flexible schedules and hours, willingness to work on weekends, nights and holidays is required
• Successful problem-solving skills
• Has a sense of urgency for guest requests
• Knowledge of computers and systems
• Is culturally sensitive
• Is co-operative and committed to the MOHG Vision & Mission
• Has energy and drive
• Open to feedback and learning
• Achievement and goal oriented
• Able to multi-task
• Is positive
• Adaptable and suitable to change
• Seeks continuous improvement opportunities
• Operates ethically with high level of personal integrity