Guest Relations Executive

Guest Relations Executive

Mandarin Oriental Jakarta is looking for a Guest Relations Executive to join our Front Office 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. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

After completion of an extensive renovation, Mandarin Oriental, Jakarta, will emerge fully rejuvenated to reclaim its status as the city’s premier address for both business and leisure. Mandarin Oriental, Jakarta will be positioned as Jakarta’s most luxurious and contemporary hotel, offering exemplary personalized service in well-appointed surroundings. Mandarin Oriental, Jakarta is operated and owned by the Mandarin Oriental Hotel Group.

About the job

Based Mandarin Oriental Jakarta, the Guest Relations Executive is responsible for maintains an efficient operation and meets guests’ expectations for quality of standards established by the hotel. The Guest Relations Executive reports to the Guest Relations Manager.

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

• Consistently achieves the service and product delivery standards with a high degree of client care and service at all times.
• Demonstrates a pride in workplace and a high level of commitment.
• Supports company's philosophy and company culture through the use of Pillars and Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
• Provides excellent service at all time to all of our guests.
• Assists Guest courteously and efficiently.
• Creates special conversations with guests, which identify personal preferences in order to record in each guest’s profile history.
• Is knowledgeable of all in-house and arriving guests.
• Liaises with the Front Desk and Executive Club on anticipated Guest check-ins, check-outs, room assignments, rooming lists and Group movements to ensure that arrival and departure experience are met.
• Is aware of all daily events in the hotel.
• Handles rooms’ inspection or show rooms if required.
• Assists guests with onward reservations for Mandarin Oriental Hotel Group.
• Ensures proper key handling procedures are adhering to at all times.
• Communicates immediately all important details to management and colleagues.
• Ensures that guest’s history profiles providing accurate information at all times.
• Acts as a guide when guests ask for direction and physically assists them to their destination within the hotel.
• Responds to all guest needs and requests.
• Ensures and maintains a very high standard of personal hygiene, behaviour and grooming standards of colleagues.
• Handles guest complaints and comments relating to the department tactfully to achieve maximum guest satisfaction.
• Assists reception with check-in, check-out and escorting guests to their guest room, aiding in the efficient flow of service.
• Ensures that all health and safety company standards are maintained and carried out at all times. They must be monitored regularly to assist in scoring 100% on the Mandarin Oriental Hotel Group health and safety audit.
• Promotes and Up sell the hotel’s facilities and to all guests and visitors.
• Assist guests during check in process ensure complete guest information is obtained based on Registration Card and billing arrangement is established according to FO policies and procedures.
• Maintain a proper record of any discrepancies and matters for follow up. Utilize additional remarks in SMS appropriately and ensure that traces are properly performed and filed.
• To be fully conversant with Loyalty or any frequent flyer Program outline by Mandarin Oriental Hotel group.
• Provide guest with safe deposit boxes services whenever required.
• Assist guest during checks out process and ensure proper billing arrangements are provided.
• Attends training conducted by the Learning and Development Department or the Department’s Manager.

As Guest Relations Executive, we expect from you:

• Have a minimum of 1 year experience in similar position, preferably in luxury environment.
• Reading, writing and oral proficiency in the English language.
• Willing to work a flexible schedule and holidays.
• Be a self-motivator and motivator of others.
• Work in a safe, prudent and organized manner.
• Be able to relate to all levels of guests and management.
• Have excellent communication and organization skills.
• Be able to consistently delight and satisfy our guest.
• Have the ability to handle guest requests in a detailed manner.
• Have excellent attention to details and service knowledge.

Our commitment to you:

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

We’re Fans. Are you?