Hotel Guest Service Manager

2 days ago


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

About the Role

We are seeking a skilled and experienced Hotel Guest Service Manager to join our team at Mandarin Oriental, Muscat.

The successful candidate will be responsible for supervising the Guest Relation Team and providing exceptional guest experiences through personalized service, proactive problem-solving, and effective communication.

Key Responsibilities

  1. General:
  • Ensure compliance with all corporate and hotel policies, standard operating procedures, and the MOHG Code of Conduct.
  • Support learning and development activities, safeguard stored information, and maintain confidentiality.
  • Adhere to hotel policies regarding network usage, internet access, and social media content.
  • Maintain a zero-tolerance approach to harassment or discrimination and act as a hotel ambassador at all times.
  • Perform additional duties requested by management related to hotel operational activities.
  1. Departmental:
  • Create memorable moments for guests, perform front office duties, and handle complaints effectively.
  • Be the first point of contact for guest relations, feedback, and services, supporting the Guest Relation Manager in guiding and managing the Guest Relation team.
  • Prepare reports according to MOHG standards, update registration cards, and engage with guests and colleagues as an ambassador of the hotel.
  • Develop and support trainees and interns at the Front Office, maintaining high standards of personal hygiene, behavior, and grooming.


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