Mandarin Oriental, Guangzhou is looking for a Rooms Management Trainee to join our Front Ofice team.

Do you want to deliver the exceptional? Work 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, every day, everywhere.

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 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for crafting time-enriching experiences that transform the ordinary to the exception and guests to fans.

Located in Guangzhou’s Tianhe CBD and designed by tonychi studios, Mandarin Oriental, Guangzhou offers spacious guestrooms, suites and stylish service apartments. Diverse dining choices include Two MICHELIN Stars Jiang by Chef Fei, MICHELIN-Selected Restaurant Ebony, The Mandarin Cake Shop and The Loft. 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

Each year Mandarin Oriental, Guangzhou selects a number of promising, passionate young hoteliers to become our Interns or Management Trainees in selected departments within the hotel. The programs provide intensive training for some of the top students study in the hotel schools across the globe.

The program provides aspiring students with a unique opportunity to develop and to learn from leading hospitality professionals.

As Rooms Management Trainee, you will responsible for the following duties:

• Ensure Legendary Quality Experience (LQE) standards are fully implemented, maintained and executed throughout the department to meet and exceed guests’ expectations and accountable for achieving the goal of Guest Loyalty and Satisfaction Survey (TrustYou) and Mystery Shopper (LQA), also to maintain FORBES 5 star hotel rating.
• 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 Engagement Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements
• Assist to promote upselling programmes in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis
• Assume the role of Assistant Manager on rotating basis. Liaise closely during the night with Security, Housekeeping and Engineering and to be aware of any situations that are going on in the hotel. Patrol all guest floors, public area, back of house area, offices and restaurants at least once every night
• Handle any guest’s inquiries or complaints, emergency situations, overbook situation and ensure personally speak to any guest that are being transferred to another hotel. Ensure guest satisfaction is attained with a good balance of the interest of the company. Properly record cases into daily log, take appropriate follow up actions and update in individual guest profile (HMS). Always share, report and consult with Director of Front Office Operations of any guest complaint/ comment/ recommendation
• Always stationed at hotel lobby to greet and farewell guests, particularly VIPs and arrivals/ departures by limousine, take an active role in carrying out guest recognition programme (e.g. taking photograph for VIPs, giving birthday amenities etc), maintain effective guest relations, builds rapport and offer personalized service and assistance
• Coordinate within Front Office and other departments for arrangement on VIPs’ arrivals and departures
• Assist with daily operations within Front Office, particularly Guest Services (i.e. check-in, check-out), Guest Relations and Concierge, whenever required or busy
• Coordinate and cooperate with Guest Services team on checking/ following room discrepancies, due-out, high balanced etc
• Maintain good knowledge of hotel’s services, facilities, room rates, packages, events, programmes and be ready to sell/ upsell/ cross-sell hotel services and conduct hotel tour to guests at anytime
• Assist with trainings and colleague development
• Familiar with Front Office related IT&T systems and take part in any system related activities
• Other ad hoc tasks and duties as required by Senior Assistant Manager, Front Office Manager, Director of Front Office Operations and Hotel Manager

As Rooms Management Trainee, we expect from you:

• Strong interpersonal and problem-solving abilities.
• Excellent Hotel product knowledge.
• Highly responsible & reliable.
• Works well under pressure in a fast-paced environment.
• Ability to work cohesively as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• English language skills.

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.

Competitive Benefits Package.

We’re Fans. Are you?