Mandarin Oriental is looking for a Guest Relations Supervisor to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Located next to Taikoo Hui Shopping Centre and designed by tonychi studio, Mandarin Oriental, Guangzhou offers spacious guestrooms, suites and stylish service apartments. Diverse dining choices include the two-MICHELIN-starred Jiang by Chef Fei, the elegant Lingnan garden-inspired Mandarin Oriental Cake Shop, the intimate whisky and cigar bar The Loft, the contemporary Chinese bistro TANG and the bold new cocktail destination LIÁNG. The Spa at Mandarin Oriental, Guangzhou was awarded five-star recognition by Forbes Travel Guide and offers visitors peace and tranquillity in nine private treatment rooms.

About the job

Based at the Mandarin Oriental Guangzhou, within the Front Office Department in Guangzhou, the Guest Relations Supervisor is responsible for meet and exceeding guest expectations by providing legendary services in accordance with the objectives, performance and quality standards established by the hotel. Plays a key role in executing and promoting guest recognition program. The Guest Relations Supervisor reports to the Director of Guest Service.

As Guest Relations Supervisor, you will be responsible for the following duties:

• Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal (Colleague Experience Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements.
• Provide quality service to the guests by responding to their requests promptly, efficiently and courteously.
• Maintain good knowledge of hotel services, facilities, room rates, packages, events, programmes and be ready to sell/ upsell/ cross sell hotel services and conduct hotel tour to guests at any time.
• Always maintain an alert posture at hotel lobby be ready to offer sincere and warm services to guests e.g. hotel tour, room change, key malfunction etc.
• Ensure the grooming standards is well maintained.
• Always maintain a good work relationship with other departments.
• Ensure room is ready for guest’s arrival and it is matched with guest’s preferences. Ensure the team proactively extending sincere appreciation to all guests upon checkin/ checkout, check satisfaction, provide useful information, help on luggage/ transfer service and invite for return
• Other ad hoc tasks and duties as required by Director of Guest Service/Front Office Manager/Director of Rooms.

As Guest Relations Supervisor, we expect from you:

• A minimum of 2 year guest relations experience in luxury hotel.
• Strong desire to provide excellent guest services and with passion to serve.
• Good knowledge of Guest Relation and Front Desk operations.
• A good team player with ability to multi-task and remain composed at all times.

Our commitment to you:

Mandarin Oriental benefits

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Local benefits

• A competitive salary and benefits packages.
• Additional Medical insurance.
• Conveted Accommodation.

We’re Fans of Exceptional Careers. Are you?