Exceptional Experience Supervisor

The Landmark Mandarin Oriental; Hong Kong; On-site; HKD 268,000 - 402,000; Full time

Benefits offered by this job

Learning & Development

MOstay

Health & Wellness

Retirement Plans

Job summary

Mandarin Oriental The Landmark, Hong Kong is seeking an Exceptional Experience Supervisor to join the Exceptional Experience Centre in Hong Kong. In this role you will lead guest relations activities within Rooms Division and report to the Exceptional Experience Manager, ensuring every stay is exceptional.

You will train the team on SOPs and service standards, handle guest inquiries and dining reservations across platforms, collaborate with departments, and master the hotel booking systems while

Qualifications

• Diploma in Hospitality or related field is required.
• 2 years of guest services experience in hospitality.
• Exceptional interpersonal and communication skills.

Responsibilities

• Leadership: Assist Managers with day-to-day operations of Restaurant Reservations and Telecommunications.
• Conduct Training: Ensure the team follows SOPs and service standards.
• Engage with Guests: Provide top-notch assistance across platforms (phone, email, instant messaging).
• Collaborate Across Departments: Work with teams to deliver accurate, timely information.
• Master the Booking System: Operate telephone and food & beverage booking systems per hotel standards.
• Admin Assistant: Perform other administrative tasks as required by head of division.

Skills

Guest services

Interpersonal skills

English language

Chinese language

Education

Diploma in Hospitality or related field

Job description

Mandarin Oriental The Landmark, Hong Kong is looking for Exceptional Experience Supervisor 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 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.

Intimate, contemporary and stylishly placed in Hong Kong’s financial and fashion address, Mandarin Oriental The Landmark, Hong Kong sets the standard for luxury lifestyle sophistication, offering tranquil retreat for business and leisure travelers alike with its 109 spacious rooms and suites designed by Joyce Wang. Recognized as one of the city’s most premium dining destinations with the triumph of eight Michelin stars on the 7th floor, the Hotel is currently partaking in a transformative project of the LANDMARK complex and poised to elevate exceptional lifestyle experiences in 2026.

About the job

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

As Exceptional Experience Supervisor, you will be responsible for the following duties:

• Leadership: Assist Managers with the day-to-day running of the operations of Restaurant Reservations and Telecommunications.
• Conduct Training: To ensure the team is following the SOPs, P&Ps and delivering our legendary services.
• Engage with Guests: Provide top-notch assistance by answering inquiries and managing dining reservations across various platforms, including phone, email, 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.
• Admin Assistant: Perform other administrative tasks and reasonable duties as required by the division/department head.

As Exceptional Experience Supervisor, we expect from you:

• Educational Background: A diploma in Hospitality or a related field, showcasing your foundational knowledge in guest services.
• Experience: 2 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, to ensure our guests receive outstanding service at all time.

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 worklife 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.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Hong Kong?
• What's your expected monthly basic salary?
• What is your highest level of education?
• How would you rate your Mandarin language skills?
• How many years' experience do you have as a Reception Supervisor?
• How many years' experience do you have in event management?