Guest Relations Executive

Mandarin Oriental; Greater London; On-site; GBP 26,000 - 34,000; Full time

Job summary

Mandarin Oriental in London is seeking a dedicated guest relations ambassador to warmly welcome guests at all times and deliver a personalised, tailored experience that exceeds expectations.

You will review upcoming reservations, assist with VIP arrivals, input preferences into guest profiles, coordinate with departments, and uphold LQE and Forbes standards to maintain the hotel’s reputation for excellence.

Job description

• To warmly welcome our guests and visitors at all times enhancing a lasting impression of warmth and care.
• To ensure you are correctly groomed and have received the necessary handover/daily set up as to assist with in house guests, celebrations, VIPs, Fans of MO, F&B and Spa availability.
• To be available as an ambassador for all arrivals and departures in an efficient manner. Providing our guests with a personalised, warm and welcoming experience, including a tailored rooming experience.
• To review upcoming reservations, ensure all requests are attended to. Potential Fans of MO profiles are selected, Fans of MO programme is extended, amenities selected and Mowows/milestone recognition/tailored amenities are arranged and delivered.
• To be well versed with the Fans of MO programme, GXP app.
• To be well versed with MOMAY amenity programme, what we offer, timeline for special setups. Responsible for managing required stock for Mowows/milestone recognition gifts.
• To have a good knowledge of all the facilities around the hotel as to proactively cross sell the different facilities.
• To act as an in house guest ambassador by establishing a personal and tailored service. Inputting any preferences and useful guest information into their profile.
• Personalising the guest experience by creating MOWOWs in collaboration with the House Manager on duty.
• To answer all telephone enquiries professionally and following telephone etiquette.
• Ensuring all requests are actioned following LQE and Forbes standards.
• To perform all administrative tasks (the task list may be amended from time to time) and communicate with the appropriate departments prior to guest arrival using the recommended software for communication as per task list.
• To be fully trained and aware of LQE and Forbes standard and have full knowledge of our mission
• statement, vision, guiding principles and pillars.
• To be able to deal with guest feedback and ensure appropriate action is taken in following up or escalating on the glitch.
• To be fully compliant with the voucher system and procedures, ensuring relevant SOPs are followed and stock levels are correctly monitored.
• To attend mandatory training and ensure you are up to date with your scheduled trainings.
• To follow up and action all guest relations related traces, ensuring the correct software is used to log the
• requests/actions. Coordinate all external and internal enquiries with the relevant departments.
• To be responsible for maintaining the highest quality database relating to guest history and implementing the
• guest recognition programs in line with MOHG guidelines.
• To perform any requests or projects assigned by the Rooms Division Manager.
• To ensure that the uniform provided is kept in good conditions, clean and presentable and ensures standards of personal appearance and hygiene are an example for the team and a professional image to our guests.