Guest Services Agent

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 Hotel Group 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.

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

About the job

Based at the Mandarin Oriental New York within the Front Office Department in New York City, the Guest Services Agent is responsible for the overall satisfaction of our guests, being a welcoming point of contact upon arrival, ensuring all needs and preferences are confirmed upon Check In. They are responsible for introducing the guests to all the amenities the hotel has to offer and also ensure they have smooth transition to their room. The Guest Services Agent will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences.

The Guest Services Agent reports to the Director of Front Office.

As Guest Services Agent, you will be responsible for the following duties:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, and up-sell opportunities.
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change and processing gift certificates and cards, Handle cash drawer properly as outlined in the MOHG Controller’s manual, and check cash float at the beginning and end of each shift to ensure at all times that amounts are correct.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries, Address special guest preferences recorded in guest history profiles
• Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly, Provide quality service with colleagues to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience, Arrange fulfilment of guest services by working with the Concierge, Housekeeping, Guest Relations, Reservations and Room Service colleagues, Handle guests incoming and outgoing correspondence, (telephone, digital communication, etc.), Demonstrate teamwork by cooperating with and assisting colleagues as needed Perform any other reasonable duties as required by the front office management team.

The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

As Guest Services Agent, we expect from you: 

• Ability to communicate written and spoken English
• Customer service background
• Must be flexible with scheduling, specifically able to work the PM and overnight shifts 
• Excellent overall communication skills
• Basic computer and typing skills
• Ability to multi-task
• Strong desire excellent guest service
• Ability to work well in a team environment
• Ablity to stand for extended periods of time

Our commitment to you

• 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.

Pay and Benefits:

•  Pay $30.21 to $40.29 hourly- commensurate with experience
• A competitive benefits package, including health, dental and vision, 401(K), etc

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

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