Front Office Agent

3 weeks ago

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

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.

Increasingly recognized 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 creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place.

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

For those seeking a luxury living experience in one of Muscat's most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combine the Group's legendary service, world-class amenities and sweeping sea or mountain views.

Scope of Position

Responsible for the assigned Front Office duties as well as taking care of our guests in the most courteous manner by offering solutions in cooperation with all departments while always maintaining highest guest satisfaction levels to the standard of the hotel and of the group at all times. The Front Office Agent will be based at the Front Office, which is the area where most operational support is required.

Responsibilities:

  • General:
  • Understand and comply with all corporate and hotel policies and standard operating procedures.
  • Comply with MOHG Code of Conduct in all business activities and decisions.
  • Support all learning and development activities.
  • Safeguard stored information and not divulge personal data unless authorized.
  • Avoid unreasonable or inappropriate use of the hotel's network, computers or internet access.
  • Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
  • Ensure compliance with the MOHG Social Media Policy.
  • Zero tolerance on all forms of harassment or discrimination.
  • Carry out any additional duties requested by management related to hotel operations.
  • Departmental:
  • Create MOWow Moments that surprise and inspire our guests.
  • Perform duties of all functions within the Front Office such as check-in, check-out, credit card handling, complaint handling, and guest relation tasks.
  • Be the first point of contact in terms of guest relations, feedback, and services.
  • Assist in billing and invoice preparation.
  • Prepare reports according to MOHG standards.
  • Update registration cards according to MOHG standards.
  • Be present at the Front Office during designated shifts and support the Team operationally.
  • Act as an ambassador of the hotel by engaging with guests and colleagues.
  • Understand and follow all applicable standards in terms of quality, sustainability, and FLHSS of the Rooms Division.
  • Develop and support Trainees and Interns at the Front Office.
  • Handle and update Guest360 and Fans of MO profile data.
  • Advertise our Fans of MO guest recognition program to guests.
  • Maintain a very high standard of personal hygiene, behavior, and grooming standards.
  • Handle guest complaints and comments tactfully and escalate them appropriately.
  • Cooperate and coordinate teamwork with other departments.

We are looking for new fans who are interested and would enjoy being a part of the Mandarin Oriental, Muscat team.

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