Create and strategies duties and responsibilities of Guest Service colleagues and ensure that work processes are in a logical order
Ensure proper staffing at all times
Ensure that Legendary Quality Experiences, policies and procedures are properly understood and followed through
Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff
Uses language and cultural skills to assist VIP’s from the colleague’s country of expertise.
Ensure that the Legendary Service Training manual is continuously updated, maintained and used effectively
Perform any other reasonable duties as required by the Reception Manager or the Front Office Manager.
Ensure all hotel guests requiring special needs and requirements are recorded in guest history profiles and implement consistent guest recognition programs and maintain a relevant guest history database.
To ensure that Guest Service Team deliver the Mandarin Oriental’s guiding principles and provide exceptional guest service at all times.
To assist with VIP Group preparation and VIP guest room allocation.
Ensure all VIP, long stay and suite guests is meet personally
To assist physical inspection of all VIP rooms, prior to arrival with all VIP amenities
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 fulfillment of guest service by working with the Concierge, Housekeeping, PABX, Reservations and Room Service colleagues
Handle guests incoming and outgoing correspondence, (facsimile, messages, mail)
To plan and implement effective training programs for all Guest Service colleague in coordination with the Training Manager and Departmental Trainers.
To develop the skills and effectiveness of all Guest Service colleague through the appropriate training, coaching, and/or mentoring.
To support the implementation of Mandarin Oriental’s guiding principles.
To ensure that employees have a complete understanding of and adhere to employee rules and regulations.
To ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
Develops new ideas for cost effective guest amenities
Demonstrate teamwork by cooperating with and assisting colleagues as needed
Calls daily all VIP guests to arrange meetings, (greetings, cocktails, afternoon tea, breakfast, lunch, dinner.) with the General Manager (or Hotel Manager)
To ensure the availability of 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, Guest Satisfaction and Richey surveys, in areas relating to Guest Recognition Program
Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction
Liaison with VIP guests for private business meetings in suites/function rooms
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 present in the lobby to identify local dignitaries, and other VIPs and to inform the necessary departments of their presence.
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.
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.
The Guest Services Manager will provide supervision, direction and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel.
It is the mission and intent of this position that the incumbent will assist the Assistant Materials Manager in the aspects of Materials Management for the hotel, including but not limited to help maintaining an optimum inventory of food & beverag...
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