Guest Communication Coordinator

Mandarin Oriental Hotel Group Limited; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A luxury hotel chain in London seeks a Guest Communication Coordinator to provide exceptional service to guests and support the reservations team. The role includes managing calls and inquiries, ensuring guest satisfaction, and upholding hotel standards. Ideal candidates will possess excellent communication skills and flexibility in working hours.

Benefits

Learning & Development programs

Health and wellness benefits

Paid charity day

Increased holiday entitlement

Access to Employee Assistance Programme

Increased holiday entitlement

Qualifications

• Experience in guest communication or similar roles preferred.
• Proficient in handling calls, emails, and enquiries.
• Ability to maintain high standards of service.

Responsibilities

• Welcome guests warmly and professionally.
• Manage calls and inquiries effectively.
• Maximize revenue opportunities through engagement.
• Review guest profiles and update preferences.
• Perform daily tasks efficiently.

Skills

Excellent communication skills

Customer service orientation

Team collaboration

Flexibility in working hours

Job description

Overview

Guest Communication Coordinator

SHIFT PATTERN (40 hours, 5 days per week including weekends)

Mandarin Oriental Mayfair, London is looking for a Guest Communication Coordinator to join our 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 Hotel Group 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.

Mandarin Oriental Mayfair, London is the newest jewel which has opened in the heart of Mayfair. It’s another world; an oasis of calm in the heart of the city, with the most attentive service. A world that’s all about our guests.

About the job

Based at the Mandarin Oriental Mayfair, London working closely within the Rooms & Reservations departments the Guest Communication Coordinator is responsible in delivering excellent communication to guests and colleagues, managing calls, emails, and enquiries efficiently while supporting the reservations team while maintaining Mandarin Oriental standards and professionalism.

As a Guest Communications Coordinator, you will be working on a shift basis, Monday to Sunday, 40 hours a week. Shift patterns will be in the morning, afternoon and evening (including weekends and bank holidays), so flexibility is required.

As a Guest Communication Coordinator, you will be responsible for the following duties:

• To warmly welcome our guests and visitors at all times enhancing a lasting impression of warmth and care.
• To answer all telephone enquiries professionally and following telephone etiquette. Ensuring all requests are actioned following LQE, MOQA and Forbes standards and connecting to relevant department.
• To maximise revenue opportunities and maintain guest satisfaction levels to the standard of the hotel and of the company at all times.
• Proactive up-selling of MO product and create opportunities of new business. This comes with the expectation of full knowledge of all department offerings and opening times.
• To review guest profiles, complete checks on IreckonU. Merge profiles, update guest profiles with guest preferences, comments and feedback.
• To perform all daily tasks outlined in the shift task list in a proactive, professional and timely manner with the overall aim to deliver an exceptional service to all our guests and colleagues.
• To perform any other duties or projects assigned by the Reservations and Revenue Manager

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.
• Health & 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.
• 1 paid Charity Day per year to dedicate to a charity of your choice
• Increased holiday entitlement with Length of Service, up to 33 days off
• Access to Hospitality Action’s Employee Assistance Programme

Sustainability at Mandarin Oriental

Corporate responsibility values are deeply ingrained in Mandarin Oriental’s culture, and sustainability implications are carefully considered with every decision across the Group, aligning our sustainable development efforts with the industry criteria set by the Global Sustainable Tourism Council.

We strive for a better future for the next generation. Protecting the environment, people and communities are the fundamental pillars to which we devote our efforts. We are very proud of the initiatives our colleagues have implemented to help us on the path to achieving our sustainability goals, such as single-use plastic elimination, ethical supply chain and procurement, community and colleague engagement, technology practices and waste reduction. We are committed to doing the right thing, every day.

Diversity & Inclusion

We believe a diverse and inclusive culture is better for everyone. Bringing individuals together is essential to the long-term success of our people, our business and the societies and economies in which we operate.

All colleagues, regardless of ethnicity, gender, age, sexual orientation, disability, background or religion, should be treated fairly and with respect, should be given equal opportunities, and be valued for the contributions they make in their roles. No form of bullying, intimidation, discrimination or harassment of others will be tolerated.

Eligibility to work in the UK

Please note, all candidates applying for this role must have obtained the right to work and live in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

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