Guest Relations Coordinator

5 days ago


London, Greater London, United Kingdom Mandarin Oriental Hotel Group Full time

Job Description

The Guest Experience Specialist role is an exciting opportunity to work in the hospitality industry, delivering exceptional customer service and ensuring that all guests have a memorable and enjoyable stay at Mandarin Oriental Hotel Group.

Responsibilities

  • Foster a positive work environment, promoting teamwork and addressing conflicts or issues that arise.
  • Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service.
  • Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
  • Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
  • Serve as a role model, demonstrating humility, empathy, integrity, and a commitment to service excellence.
  • Work closely with Front Office, Housekeeping, Room Services, Concierge, and all F&B departments.

Desired Candidate Profile

  • Create WOW moments to surprise and delight in-house guests.
  • Listen to any customer complaints and resolve them effectively or refer to the manager in charge.
  • Have a vast knowledge of check-ins, check-outs, billing, and rooming guests.
  • Handle guests' complaints effectively.

Salary Range

$55,000 - $75,000 per annum, based on experience and qualifications.



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