Duties and Responsibilities

• 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.