Guest Relations Manager

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

Job summary

A luxury hotel group in Muscat is seeking a Guest Relations Manager to oversee the success of guest relations activities and lead a dedicated team. The ideal candidate will enhance guest experiences and ensure operational excellence in a collaborative environment. Competitive benefits include learning and development programs, wellness initiatives, and retirement plans.

Benefits

Learning & Development programs

MOstay benefits

Health & Wellness programs

Retirement Plans

Responsibilities

• Responsible for all Guest Relations matters and activities.
• Creates unique experiences for guests.
• Performs all functions within Front Office, Concierge Desk, and Club Lounge.
• Present at peak hours to support the team operationally.
• Acts as an ambassador of the hotel through guest engagement.

Job description

Guest Relations Manager

Mandarin Oriental Muscat is looking for a Guest Relations Manager to join our Guest Relations 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. 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.

Mandarin Oriental Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one‑of‑a‑kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combines the Group’s legendary service, world‑class amenities and sweeping sea or mountain views.

Responsibilities

• Responsible for the success of all Guest Relations matters and activities. Success is defined by the Director of Rooms
• Creates MOWow Moments that surprise and inspire our guests
• Being able, and regularly performing, duties of all functions within the Front Office, Concierge Desk and Club Lounge as per the demands of the operations.
• Be present at the Front Office, Club Lounge and Lobby during peak hours and support the Team operationally
• Being an ambassador of the hotel, both being actively engaging with guests and with colleagues.
• Ensure that all applicable standards, both in terms of quality, sustainability and FLHSS of the Rooms Division, policies and rules are properly understood and followed through.
• Creating unique internal experiences for our guests in collaboration with all departments.
• Focus on process improvement and implement innovative solutions to challenges of our business or service improvements.
• Supports the Front Office Manager, Club Lounge Manager and Chief Concierge in daily operations
• Is a role model for grooming standards, MOHG pillars and behaviours
• Leads the Guest Relation team by setting goals, developing the team members, providing hands‑on support operationally, planning the Guest Relation schedule and more
• Actively advertises our Fans of MO guest recognition program to our guests
• Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff.
• Attend Management meetings as scheduled.
• Handle all guest complaints and comments tactfully.
• Train the Front of House Teams in handling guest feedbacks, complaints and how to process hints given by the guests in conversations to ensure highest guest satisfaction levels.
• Cooperate and coordinate teamwork with other departments.
• Perform Manager on Duty shifts.

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.
• Heath & 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.