Guest Relations Supervisor

Mandarin Oriental Hotel Group

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.

Mandarin Oriental Muscat

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 Guest Relation duties including supervising the Guest Relation Team 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 Guest Relation Manager will be based at the Front Office, the Lobby and the Club Lounge which are the areas where most operational support is required.

Responsibilities

1. General:

• Understand and comply with all corporate and hotel policies and standard operating procedures.
• Comply with MOHG Code of Conduct and all business activities with the general law, rules, regulations, and other requirements.
• Support all learning and development activities.
• Safeguard stored information and not divulge personal data concerning guests, customers or colleagues without appropriate authority.
• Use of the hotel's network, computers or internet access must comply with hotel policy.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy regarding content published on any social media platform.
• Maintain a zero tolerance on all forms of harassment or discrimination.
• Act as a hotel ambassador at all times.
• Carry out any additional duties requested by management related to hotel operational activities.

1. 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.
• Support the Guest Relation Manager in guiding and managing the Guest Relation team.
• 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, the Concierge desk and the Club Lounge at designated shifts and support the Team operationally.
• Actively engage with guests and colleagues as an ambassador of the hotel.
• Understand and follow all applicable standards, both 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.
  • Actively promote our Fans of MO guest recognition program to guests.
  • Maintain a high standard of personal hygiene, behaviour and grooming standards.
  • Handle all guest complaints and comments tactfully and escalate them as needed.
  • Cooperate and coordinate teamwork with other departments.
  
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