Guest Relations Agent – Club Lounge

Mandarin Oriental; Muscat; On-site; OMR 10,000 - 15,000; Full time

Job summary

A luxury hotel in Muscat is seeking a Guest Relations Agent for the Club Lounge to create memorable experiences for guests. This role involves Front Office duties, including check-in, guest relations, and complaint handling. Ideal candidates will have strong communication skills and a passion for providing exceptional service. The position offers career growth opportunities, health benefits, and attractive employee perks.

Benefits

Complimentary nights at hotel

Attractive rates on rooms worldwide

Various health benefits

Support for career growth

Qualifications

• Strong interpersonal skills to engage actively with guests.
• Ability to handle guest complaints tactfully.
• Experience in Front Office duties preferred.

Responsibilities

• Create memorable moments that surprise and inspire our guests.
• Perform all Front Office duties, including check-in and check-out.
• Serve as the first point of contact for guest relations.
• Promote the Fans of MO guest recognition program.

Skills

Guest communication

Complaint resolution

Operational support

Personal hygiene standards

Job description

Mandarin Oriental Muscat is looking for a Guest Relations Agent – Club Lounge to join our Club Lounge 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 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. 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.

Mandarin Oriental Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort offering 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa, and an outdoor swimming pool. The hotel features a unique ballroom with spectacular views of the Arabian Sea and various banquet and meeting spaces for social and business events.

For those seeking a luxury living experience, an exclusive collection of 155 Residences at Mandarin Oriental combine legendary service, world-class amenities, and sweeping sea or mountain views.

Responsibilities

• Create memorable moments that surprise and inspire our guests.
• Perform all Front Office duties, including check-in, check-out, credit card handling, complaint resolution, guest communication, and guest relation tasks.
• Serve as the first point of contact for guest relations, feedback, and services.
• Assist in billing and invoice preparation.
• Prepare reports according to MOHG standards.
• Update registration cards as per MOHG standards.
• Be present at the Front Office during designated shifts and support the team operationally.
• Act as an ambassador of the hotel by engaging actively with guests and colleagues.
• Follow all applicable standards related to quality, sustainability, FLHSS, policies, and rules.
• Support the development of Trainees and Interns at the Front Office.
• Handle and update Guest360 and Fans of MO profile data.
• Promote the Fans of MO guest recognition program to guests.
• Maintain high standards of personal hygiene, behavior, and grooming.
• Handle guest complaints tactfully and escalate appropriately.
• Coordinate and cooperate with other departments.

Our commitment to you

• Learning & Development: We offer tailored programs to support your career growth.
• MOstay: Enjoy complimentary nights and attractive rates on rooms worldwide as part of our employee benefits.
• Health & Colleague Wellness: We prioritize your wellbeing with various health benefits and wellness programs.
• Retirement Plans: We offer different retirement plans based on your service length and role.