Guest Service Ambassador

6 days ago

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

Company Overview:


Mandarin Oriental Hotel Group is a world-renowned hospitality leader, committed to delivering exceptional guest experiences in some of the most desirable destinations around the globe.



Job Summary:


We are seeking an experienced and skilled Guest Service Ambassador to join our team at one of our luxurious hotels. As a key member of our Front Office team, you will be responsible for providing personalized and attentive service to our discerning guests, ensuring their stay with us is nothing short of unforgettable.



About the Role:


The Guest Service Ambassador will be responsible for maintaining complete knowledge of all hotel features, services, hours of operation, room types, amenities, and locations. This includes possessing a thorough understanding of our hotel's restaurant food concepts, dress code, and ambiance, as well as being familiar with scheduled daily group activities, meeting/banquet rooms, and corporate policies.



Key Responsibilities:



  • Main telephone switchboard operations: answering calls, connecting guests and colleagues to the correct extension, and handling wake-up call procedures
  • Taking and retrieving messages in voicemail, as well as taking written messages and ensuring delivery
  • Providing information and assistance to guests, colleagues, and other departments as needed
  • Communicating effectively with security in emergency situations and documenting guest requests, complaints, or problems immediately
  • Ensuring customer satisfaction from arrival to departure in accordance with MOHG Legendary Quality Experiences (LQEs)


Requirements:



  • Senior School qualification or equivalent
  • Minimum 2 years' experience working in a 5-star hotel environment
  • A minimum of 1 year of Telecommunications/Front Office experience
  • Strong commands of Microsoft Office products, PSMS, HotSOS
  • Excellent verbal and written communication skills in English
  • Verbal and written communication skills in Arabic or other languages are preferred
  • Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
  • Strong organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment


What We Offer:



  • An estimated salary of $45,000 - $60,000 per annum
  • A comprehensive benefits package, including health insurance, retirement savings plan, and paid time off
  • Opportunities for career growth and professional development within the company
  • A dynamic and supportive work environment
  • A generous bonus structure based on individual and team performance


About Us:


Mandarin Oriental Hotel Group is a global luxury hospitality provider with a portfolio of more than 40 hotels and resorts across 24 countries. Our commitment to excellence, innovation, and sustainable practices has earned us numerous awards and accolades within the industry.

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