Guest Services Officer

Mandarin Oriental; Hong Kong; On-site; HKD 167,400 - 279,000; Full time

Benefits offered by this job

Learning & Development

Complimentary stays (MOstay programme)

Health & Wellness programmes

Retirement Plans

Job summary

Mandarin Oriental The Landmark in Hong Kong is seeking a Guest Services Officer to enhance the guest experience in the Front Office team. The role involves greeting guests, ensuring room assignments match requests, and collaborating with various hotel departments to guarantee exceptional service.

The ideal candidate should have at least 1 year of luxury hotel experience and strong communication skills in English, Cantonese, and Mandarin. Join our commitment to training and wellness initiatives, including the MOstay programme for complimentary stays worldwide.

Qualifications

• Minimum 1 year of relevant working experience in a luxury hotel.
• A proven record in operating high‑end operations with high quality service.
• Well versed in MS Word, Excel, PowerPoint and Chinese Word Processing.

Responsibilities

• Greet and escort guests to rooms promptly.
• Provide quality service during check-in and check-out.
• Ensure room assignment aligns with guest requests.

Skills

Service oriented

Excellent communications skills

Interpersonal skills

Proficient in spoken English

Proficient in Cantonese

Proficient in Mandarin

Education

Degree holder in Hospitality Management or related discipline

Tools

MS Word

Excel

PowerPoint

Chinese Word Processing

Job description

About The Job

Mandarin Oriental The Landmark, Hong Kong is looking for a Guest Services Officer to join our Front Office team.

Based at Mandarin Oriental The Landmark, Hong Kong within Rooms Division in Hong Kong, the Guest Services Officer is responsible for providing superior guest services in line with corporate standards at all times. The Guest Services Officer reports to the Front Office Manager.

Responsibilities

• Greet and escort guests to rooms promptly
• Provide quality service with co‑workers to the guests by responding to their requests promptly, efficiently and courteously during check‑in, check‑out and throughout the stay
• Arrange fulfilment of guest services by working with the Concierge staff, Housekeeping, Reservations and Room Service
• Demonstrate teamwork by cooperating and assisting co‑workers as needed
• Continuously strive to meet Front Office objectives, i.e. up‑selling, express check‑out, guest history preferences, restaurant reservations etc.
• Ensure room assignment is in line with guest requests at check‑in stage
• Perform any other reasonable duties as required by the department head from time to time
• Provide quality service to all guests by responding to their requests promptly, efficiently, and courteously at all times

Qualifications

• Minimum 1 year of relevant working experience and similar capacity in a luxury hotel and hotel group
• Degree holder in Hospitality Management or related discipline
• A proven record in operating high‑end operations with high quality service
• Service oriented with excellent communications and interpersonal skills
• Well versed in MS Word, Excel, PowerPoint and Chinese Word Processing
• Proficient in spoken English, Cantonese and Mandarin, knowledge of other language is an advantage

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 & Co‑worker 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.

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