Airport Representative

Mandarin Oriental Hotel Group Limited; Manila; On-site; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Learning & Development

MOstay

Health & Colleague Wellness

Job summary

Mandarin Oriental Hotel Group Limited seeks an Airport Representative in Manila to deliver seamless arrival and departure experiences for guests at the airport, coordinating transfers and concierge services in a pre-opening environment.

The role builds relationships with airport authorities and ensures operational readiness, while supporting the Mandarin Oriental standards of service, guest personalization, and safety throughout airport processes.

Qualifications

• Bachelor’s degree in Hospitality Management or related field preferred.
• Excellent communication and interpersonal skills required.
• Fluency in English; additional languages are an advantage.

Responsibilities

• Welcome and escort guests from arrival gates to designated transport and assist with luggage.
• Coordinate outbound departures, ensuring timely arrival at the airport and smooth check-in processes.
• Liaise with airport authorities, immigration, customs, and handling agents to facilitate guest movement.
• Maintain accurate records of guest arrivals, departures, and transfer details.
• Participate in establishing airport greeting and transfer procedures in line with brand standards.

Skills

Excellent communication

Interpersonal skills

Fluency in English

Flexibility to work shifts

Coordination skills

Organizational skills

Problem-solving

Cultural awareness

Education

Bachelor’s degree in Hospitality Management

Job description

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, Makati is an upcoming 5-star luxury hotel set within the lush Ayala Triangle Gardens, at the prestigious corner of Paseo de Roxas and Makati Avenue. Scheduled to open in 2026, this landmark development will feature 275 elegantly appointed guestrooms and suites, offering a refined blend of contemporary design and timeless sophistication. Guests will enjoy an exceptional array of world-class amenities, including a curated selection of restaurants, a stylish bar, a serene pool area, and the brand’s signature spa. Designed to be a sanctuary in the heart of the city, the hotel promises an elevated experience for both leisure and business travelers seeking comfort, excellence, and distinction in Manila.

The Role

The Airport Representative is responsible for delivering a seamless, welcoming, and personalized arrival and departure experience for hotel guests at the airport. Acting as an ambassador of Mandarin Oriental, this role ensures smooth coordination of airport transfers, guest assistance, and service excellence from the first point of contact, reflecting the brand’s legendary standards.

In a pre-opening environment, the Airport Representative plays a vital role in establishing airport service protocols, building relationships with airport authorities, and ensuring operational readiness for guest arrivals and departures.

Key Responsibilities

Guest Arrival & Departure Experience

• Welcome guests warmly upon arrival at the airport, ensuring clear identification through signage and professional presentation
• Escort guests smoothly from arrival gates to designated transport, assisting with luggage and airport procedures where required
• Coordinate outbound departures, ensuring timely arrival at the airport and smooth check-in processes
• Provide a memorable first and last impression of Mandarin Oriental through attentive and personalized service

Airport Coordination & Logistics

• Coordinate closely with hotel transportation, limousine drivers, and Concierge to ensure seamless transfers
• Monitor flight schedules, delays, and changes to adjust arrangements accordingly
• Liaise with airport authorities, immigration, customs, and handling agents to facilitate smooth guest movement (where applicable)
• Ensure all guest arrival and departure details are accurate and communicated effectively

Guest Service & Personalization

• Anticipate guest needs and provide assistance with directions, procedures, and special requirements
• Recognize VIPs, repeat, and long-stay guests, ensuring personalized attention
• Provide basic destination information and hotel updates while escorting guests
• Maintain composure and professionalism at all times, especially in busy or high-pressure airport environments

Pre-Opening Responsibilities

• Assist in establishing airport greeting and transfer procedures in line with brand standards
• Participate in training programs, SOP development, and service simulations
• Build familiarity with airport layout, processes, and key contacts
• Support creation of service standards for arrival and departure experiences

Communication & Coordination

• Maintain constant communication with Concierge, Front Office, and Transportation teams
• Provide timely updates on guest movements, delays, and changes
• Ensure proper handover of guest information upon arrival at the hotel
• Coordinate special arrangements such as VIP handling, group arrivals, and special assistance

Safety, Security & Compliance

• Ensure guest safety at all times within the airport premises
• Follow all airport regulations, security protocols, and hotel policies
• Safeguard guest belongings and ensure proper handling of luggage
• Maintain confidentiality and discretion regarding guest information

Administrative Duties

• Maintain accurate records of guest arrivals, departures, and transfer details
• Assist in documenting incidents, delays, or service issues
• Ensure proper tracking of transportation arrangements and coordination logs

Qualifications & Experience

• Bachelor’s degree in Hospitality Management or related field preferred
• Minimum of 1-2 years’ experience in guest services, concierge, or airport handling (luxury experience preferred)
• Familiarity with airport operations (NAIA experience is a strong advantage)
• Excellent communication and interpersonal skills
• Fluency in English; additional languages are an advantage
• Well-groomed, professional appearance and demeanor
• Flexibility to work shifts, including early mornings, late nights, weekends, and holidays
• Guest-focused mindset with strong service orientation
• Strong coordination and organizational skills
• Ability to remain calm and professional in a fast-paced environment
• Attention to detail and accuracy
• Cultural awareness and interpersonal sensitivity
• Problem-solving and adaptability

Why Join Us?

Mandarin Oriental offers a world-class environment where your expertise, creativity, and leadership will shape the legacy of our return to Manila. You will be part of a dynamic preopening team committed to excellence, innovation, and authentic Asian hospitality.

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.

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