Exceptional Experience Officer

Mandarin Oriental; Hong Kong; On-site; HKD 200,880 - 312,480; Full time

Benefits offered by this job

MOstay

Health & Wellness programs

Retirement plans

Learning & development programs

Job summary

Mandarin Oriental, Hong Kong within the Exceptional Experience Centre focuses on guest relations to ensure every stay is exceptional. The Exceptional Experience Officer reports to the Exceptional Experience Manager and will play a pivotal role in delivering world‑class service.

Based at our iconic property, you will engage with guests across phone, email, and messaging, coordinating with departments to provide accurate information and timely responses while managing bookings in our systems in

Qualifications

• Educational background: a diploma in Hospitality or related field.
• Experience: at least 1 year in guest services within hospitality.
• Language: strong English and Chinese; Mandarin is a plus.

Responsibilities

• Engage with Guests: handle inquiries and manage dining reservations across channels (phone, email, chat).
• Collaborate Across Departments: work with teams to provide accurate, timely information.
• Master the Booking System: operate telephone and F&B booking systems per hotel standards.

Skills

Interpersonal skills

Communication skills

Guest service mindset

Flexibility

Education

Diploma in Hospitality

Job description

Mandarin Oriental, Hong Kong is looking for an Exceptional Experience Officer to join our Exceptional Experience Centre 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, Hong Kong is the group's flagship hotel, and an icon in its own right. Having delighted guests with award‑winning service and impressive facilities since 1963, it is the much‑loved address for those seeking an exclusive sanctuary in the heart of this exciting metropolis. Besides 447 luxurious guest rooms and suites, the hotel features a Club Lounge as well as an extensive SPA and wellness area. In addition to its 13 banqueting spaces, Mandarin Oriental, Hong Kong is home to nine highly individual bars and restaurants, including much‑loved greats and one Michelin‑star venue, offering guests a series of elevated dining experiences. This iconic hotel is the epitome of contemporary luxury combined with Oriental heritage. We believe that our colleagues play an integral role in our success and are committed to providing a caring, motivating and rewarding working environment.

In addition, Mandarin Oriental, Hong Kong is embarking upon a transformative renovation with an investment over USD100 million and will be unveiling new and enhanced offerings incorporating new elegant guest accommodation designs, and the introduction of exciting dining and wellness experiences, including the arrival of globally renowned chefs, Daniel Boulud and Daniele Cason in 2026.

About The Job

Based at the Mandarin Oriental, Hong Kong within Exceptional Experience Centre in Hong Kong, the Exceptional Experience Officer is pivotal within the Rooms Division, focusing on guest relations to ensure every stay is exceptional. The Exceptional Experience Officer reports to the Exceptional Experience Manager.

Responsibilities

• Engage with Guests: Provide top‑notch assistance by answering inquiries and managing dining reservations across various platforms, including phone, e‑mail, and instant messaging.
• Collaborate Across Departments: Work closely with our talented teams to ensure every guest receives accurate and timely information, enhancing their overall experience.
• Master the Booking System: Operate our telephone and food & beverage booking systems with precision, adhering to our hotel’s standards and policies.

Qualifications

• Educational Background: A diploma in Hospitality or a related field, showcasing your foundational knowledge in guest services.
• Experience: At least 1 year of experience in guest services within the hospitality industry, demonstrating your ability to create memorable guest interactions.
• Communication Skills: Exceptional interpersonal and communication skills, allowing you to connect effectively with guests and team members alike.
• Language Proficiency: Strong command of English and Chinese; proficiency in Mandarin is a valuable asset.
• Flexibility: A willingness to work shifts, including overnight duties, to ensure our guests receive outstanding service at all hours.

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.

We’re Fans. Are you?