Guest Relations Agent

2 days ago

Muscat, Muscat, Oman Mandarin Oriental Hotel Group Limited Full time

Guest Relations Agent – Russian Speaker

Mandarin Oriental Muscat is looking for a Guest Relations Agent to join our Guest Relations team.

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 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. Recognized for creating some of the world's most sought-after properties, the Group provides legendary service inspired by Asian heritage while representing the very cutting-edge of luxury experiences.

Mandarin Oriental Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort offering 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa, and an outdoor swimming pool. The hotel features a unique ballroom with spectacular views of the Arabian Sea, along with various banquet and meeting spaces for social and business events.

For those seeking a luxury living experience, an exclusive collection of 155 Residences at Mandarin Oriental combines legendary service, world-class amenities, and sweeping sea or mountain views.

About the job

Guest Relations Agent reports to the Guest Relations Manager.

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

  1. Create MOWow Moments that surprise and inspire our guests.
  2. Perform duties of all functions within the Front Office, such as check-in, check-out, credit card handling, complaint handling, and guest correspondence.
  3. Be the first point of contact for guest relations, feedback, and services.
  4. Assist in billing and invoice preparation.
  5. Prepare reports according to MOHG standards.
  6. Update registration cards per MOHG standards.
  7. Support the team operationally by being present at the Front Office during designated shifts.
  8. Act as an ambassador for the hotel, engaging actively with guests and colleagues.
  9. Follow all applicable standards related to quality, sustainability, and FLHSS in the Rooms Division, policies, and rules.
  10. Develop and support Trainees and Interns at the Front Office.
  11. Handle and update Guest360 and Fans of MO profile data.
  12. Promote the Fans of MO guest recognition program to guests.
  13. Maintain high standards of personal hygiene, behavior, and grooming.
  14. Handle guest complaints and comments tactfully and escalate when necessary.
  15. Coordinate teamwork with other departments.

Our commitment to you

  • Learning & Development: We craft unique programs to support your growth at every career stage.
  • MOstay: Enjoy complimentary nights and attractive rates on rooms for you and your loved ones, wherever you go in the world.
  • Health & Colleague Wellness: We offer various health benefits and wellness programs to support your wellbeing.
  • Retirement Plans: We provide different retirement plans based on your service length and role.

We're Fans. Are you?

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