Acts as a liaison with all hotel guests requiring special needs and requirements
Meets all VIP, long stay and suite guests
Escorts VIP guests to rooms
Responsible for physical inspection of all VIP rooms, prior to arrival
Coordinates all VIP Amenities with Executive Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
Develops new ideas for cost effective guest amenities
Calls daily all VIP guests to arrange meetings (greetings, cocktails, afternoon tea, breakfast, lunch, dinner) with the General Manager
Is the key person stationed in the lobby to welcome and greet guests upon arrival and departure
Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines
Accountable for results from Guest Database audit and Guest Satisfaction surveys, in areas relating to Guest Recognition Program
To administrate the incentive schemes for guest recognition
Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction
Preparation of guest turn down letters
Responsible for achieving and maintaining high guest retention ratio
Liaison with VIP guests for private business meetings in suites/function rooms
Acts as Chairperson of Guest Recognition Task Force
Make a daily tour of the property and ensure the building is secure and report any findings in the Duty Manager’s incident log.
To ensure that the hotel’s credit policies are adhered to at all times.
To be fully conversant with the hotel’s services and facilities i.e. Business Centre, restaurants etc. and to actively promote and up sell these.
To be responsible for the training of all Front Office and Concierge colleagues in how to show a guest room to potential clients and arriving guests.
To be present in the lobby to identify local dignitaries, and other VIPs and to inform the necessary departments of their presence.
To advise the Director of Rooms and the General Manager of major social events taking place in Macau.
To ensure a speedy telephone and message service in all Guest Service areas is consistent.
To ensure that all incoming reservation for the day match necessary accommodation, and that all VIP’s, suite guest, return gusts, are pre-allocated / blocked accordingly.
To ensure that the statement of allocated/blocked rooms is sent to the Housekeeping and Amenity Services Departments, and to ensure that all amenities and special requests are in place.
To ensure that all returning guests are pre-registered and welcomed according to the hotel’s Guest Recognition program.
Perform any tasks as assigned by the Management
Guest Requests
Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
To ensure that all Front Office colleagues deliver the Mandarin Oriental’s guiding principles and provide exceptional guest service at all times.
To ensure that Front Office colleagues also provide excellent service to internal customers as appropriate.
To ensure that all Front Office colleagues are aware of current promotions, policies and other important information.
To ensure that all Front Office colleagues are familiar with the hotel’s products and services.
To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
To spend time in Front Office areas during peak periods to ensure that the area is managed well by the respective team.
To ensure that guest history records are accurately maintained and all repeat guests preferences are met.
2. Financial responsibilities
To maximize colleague productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
To maximize rooms sales and revenues for the hotel through appropriate yield management, up-selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office colleagues.
Human Resources responsibilities
To oversee the punctuality and appearance of all Front Office colleagues, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
To ensure that the Fire Life Health Safety Security and Environment company standards and HACCP Standards are maintained and carried out. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit.
To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.
To develop the skills and effectiveness of all Front Office colleagues through the appropriate training, coaching, and/or mentoring.
To support the implementation of Mandarin Oriental’s guiding principles.
To feedback the results of the Colleague Commitment Survey and ensure that the relevant changes are implemented.
To carry out annual appraisals and regular feedback on development on all colleagues using the Mandarin Oriental Hotel Group Performance and Development System PROFILE.
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