Front Office Agent

Mandarin Oriental Group; Manila; On-site; PHP 279,000 - 469,000; Full time

Job summary

Mandarin Oriental Makati, a forthcoming 5-star luxury hotel in Manila, seeks a Front Office Agent to deliver world-class guest service during its pre-opening phase. You will manage arrivals, departures, and guest requests with professionalism, ensuring seamless check-in/check-out and personalized interactions.

In a dynamic pre-opening environment, you will help establish procedures, support training, and ensure readiness for a flawless opening, while upholding brand standards and luxury

Qualifications

• Bachelor’s degree in Hospitality Management or related field preferred.
• 1–3 years’ experience in Front Office or guest service within a luxury hotel environment preferred.
• Fresh graduates with internship exposure in luxury hospitality may be considered.
• Excellent communication skills in English; additional languages are an advantage.

Responsibilities

• Provide efficient, courteous check-in and check-out for guests.
• Welcome guests by name and recognize repeat and VIP guests.
• Ensure accurate registration procedures and billing; handle currency exchange if needed.
• Maintain a strong presence in the lobby and assist guests throughout their stay.

Skills

Excellent communication skills

English proficiency

Guest service orientation

Education

Bachelor’s degree in Hospitality Management or related field

Tools

PMS (Opera)

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, Makatiis 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 Front Office Agent is the first point of contact for guests and plays a critical role in delivering exceptional service in line with Mandarin Oriental’s legendary standards. This role is responsible for ensuring seamless arrival and departure experiences, handling guest requests with efficiency and grace, and creating memorable interactions that reflect the brand’s commitment to luxury hospitality.

In a pre-opening environment, this role plays a key part in establishing operational procedures, supporting team training, and ensuring readiness for a seamless hotel opening.

Key Responsibilities

Guest Arrival & Departure Experience

• Provide efficient, courteous, and personalized check-in and check-out services
• Welcome guests warmly, using their names and recognizing repeat and VIP guests.
• Ensure all registration procedures are completed accurately and in a timely manner.
• Handle billing, payment processing, and currency exchange (if applicable).
• Ensure smooth and memorable departure experiences, including feedback capture.

Guest Service & Engagement

• Respond promptly to guest inquiries, requests, and concerns with professionalism.
• Anticipate guest needs and offer proactive assistance at every opportunity.
• Deliver personalized service aligned with Mandarin Oriental’s luxury standards.
• Maintain a strong presence in the lobby to assist guests and enhance engagement.
• Handle guest complaints with empathy and elevate when necessary.

Room Management

• Assign rooms according to guest preferences, availability and operational requirements.
• Coordinate closely with Housekeeping on room readiness and special requests.
• Monitor room status, upgrades and availability.
• Promote room upselling and maximize revenue opportunities.
• Input, update, and manage reservations accurately in the Property Management System (PMS).

Communication & Coordination

• Liaise effectively with Concierge, Housekeeping, Engineering, Butlers, and other departments to ensure seamless service delivery.
• Maintain clear and accurate communication during shift handovers.
• Relay important guest information, preferences, and requests to relevant departments.
• Ensure follow-through on all guest requests until completion.

Cashiering & Financial Accuracy

• Manage all cashiering duties in accordance with hotel policies and procedures.
• Ensure accuracy in billing, payments, and transactions.
• Maintain proper documentation for all financial transactions.
• Balance cash float and ensure compliance with audit standards.

Brand Standards & Quality Assurance

• Uphold Mandarin Oriental’s service excellence standards at all times.
• Maintain impeccable grooming and professional appearance.
• Ensure the front desk and lobby area are clean, organized, and presentable.
• Adhere to Forbes Travel Guide and LQA luxury service expectations.
• Participate in quality audits and service improvement initiatives.

Guest Recognition & Loyalty

• Recognize repeat guests, VIPs, and loyalty program members.
• Maintain accurate guest history and preferences in the system.
• Enhance guest loyalty by delivering consistent and memorable service.
• Promote hotel services, facilities, and special programs.

Health, Safety & Compliance

• Follow hotel policies, safety standards, and emergency procedures.
• Ensure compliance with local regulations and data privacy standards.
• Report any suspicious activity or safety concerns immediately.

Qualifications & Experience

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum 1–3 years’ experience in Front Office or guest service within a luxury hotel environment preferred.
• Fresh graduates with strong internship exposure in luxury hospitality may be considered.
• Excellent communication skills in English; additional languages are an advantage.

Success Profile

• Strong interpersonal and customer service skills.
• Detail-oriented with strong organizational abilities.
• Ability to multitask and work efficiently in a fast-paced environment.
• Proficiency in PMS systems (e.g., Opera or equivalent).
• Basic financial and cashiering knowledge.
• Problem-solving and conflict-resolution skills.
• Warm, courteous, and service-oriented personality.
• Professional demeanor and polished appearance.
• Strong emotional intelligence and cultural awareness.
• Positive attitude and willingness to learn.
• Ability to remain calm under pressure.

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.

We’re Fans. Are you?