Front Office Agent

Mandarin Oriental; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading luxury hotel in Dubai is seeking a Front Office Agent to provide exceptional guest service. The role involves greeting guests, managing check-ins, and ensuring customer satisfaction through attentive service. Ideal candidates will have experience in a 5-star environment and strong communication skills.

Qualifications

• Minimum 2 years experience in a 5-star hotel environment.
• At least 1-year Front Office experience.
• Effective communication skills in English; proficiency in Arabic, German, or French is a plus.

Responsibilities

• Greet, check in, and escort guests promptly to their rooms.
• Handle cash drawer properly and ensure amounts are correct.
• Provide quality service by responding to requests promptly and courteously.

Skills

Customer Service

Attention to Detail

Effective Communication

Tools

Microsoft Office

PSMS

GoConcierge

HotSoS

Rex

Job description

Mandarin Oriental Jumeira, Dubai is looking for a Front Office Agent 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. Recognized 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.

With a pristine oceanfront setting, Mandarin Oriental Jumeira, Dubai is a stylish urban resort overlooking the clear blue waters of the Arabian Gulf and Dubai’s glittering skyline, dominated by Burj Khalifa, the tallest building in the world. The hotel's beachfront location and open-air facilities are designed to bring a new level of relaxed luxury to the city.

About The Job

Based at Mandarin Oriental Jumeira, Dubai within the Front Office Department, the Front Office Agent will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences. The position’s mission is to keep the guest’s perspective in mind at all times and carry out the mission of the Rooms Division.

Responsibilities:

1. Greet, check in, and escort guests promptly to their rooms.
2. Address special guest preferences recorded in guest history profiles.
3. Handle cash drawer properly as outlined in the MODUB Controller’s Policy.
4. Check cash float at the beginning and end of each shift to ensure amounts are correct.
5. Provide quality service with colleagues to guests by responding to requests promptly, efficiently, and courteously during check-in, check-out, and throughout the guest’s experience.
6. Arrange fulfillment of guest services by working with the Concierge, Housekeeping, PBX, Reservations, and Room Service colleagues.
7. Print and drop cash out, adjustment slips, paid out vouchers, and bank count reports.
8. Communicate clearly with the Night Duty Manager and Accounting Department.
9. Establish a good working knowledge of the hotel outlets and products.
10. Ensure customer satisfaction from arrival to departure in accordance with MOHG Legendary Quality Experiences (LQEs), MOHG Pillars, and the respective service standards of MOQA.
11. Demonstrate teamwork by cooperating with and assisting colleagues as needed.
12. Communicate special features and services tailored to guest needs.
13. Handle guests’ incoming and outgoing correspondence (facsimile, messages, mail, etc.)
14. Prepare the daily arrival bucket, in-house bucket, and next day arrivals (including welcome cards, guest business cards, registration cards, and limousine arrivals).
15. Manage guest invoices (in-house).
16. Check credit card authorization in SMS for all in-house guests.
17. Perform any other duties as required by hotel management.

Requirements:

1. Minimum 2 years experience in a 5-star hotel environment.
2. At least 1-year Front Office experience.
3. Experience working in the Middle East region is advantageous.
4. Strong command of Microsoft Office, PSMS, GoConcierge, HotSoS, and Rex.
5. Ability to understand and deliver guest needs and expectations with superior customer service.
6. Attention to detail and ability to organize and handle multiple tasks effectively.
7. Effective communication skills in English; proficiency in Arabic, German, or French is a plus.

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