Guest Experience Manager

Mandarin Oriental Hotel Group Limited; Bodrum; On-site; TRY 60,000 - 90,000; Full time

Job summary

Mandarin Oriental Hotel Group is seeking a Guest Experience Manager for Mandarin Oriental, Bodrum, a luxury 5-star resort overlooking the Aegean.

You will train colleagues on SOPs, oversee guest experience standards, handle guest feedback, and ensure flawless arrival and departure sequences while maintaining Legendary Quality Experience. Fluency in English and multi-lingual skills preferred; previous luxury hotel experience required. Strong teamwork and communication are essential.

Qualifications

• Excellent written and verbal English required.
• Strong guest-service orientation and problem-solving skills.
• Ability to work well in a team and multi-task efficiently.
• Multilingual abilities are preferred.

Responsibilities

• Train colleagues on operational procedures (SOPs) and explain company policies.
• Revise and update SOPs as needed.
• Meet managers to stay informed of changes and share with Guest Experience team.
• Complete daily Guest Experience allocation sheet and share with relevant departments.
• Observe and evaluate colleagues’ appearance and performance to ensure quality service and compliance.

Skills

English

Guest service

Teamwork

Multilingual

SOP familiarity

Education

Guest Experience Manager School

Job description

Mandarin Oriental Hotel Group

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 Hotel Group 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 recognised 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, Bodrum

A stunning resort overlooking the Aegean Sea, Mandarin Oriental, Bodrum is where dreams come true. A luxury 5-star hotel retreat with two private beaches and excellent leisure facilities, we invite you to lie back, relax and savour the moment. With an idyllic location in Paradise Bay, we offer a seductive blend of style, serenity and 5-star comfort. With a range of gourmet restaurants, relaxing spa and choice of rooms, suites and villas, our unique resort is world-class.

Duties and Responsibilities

• Train colleagues on operational procedures (SOP’s) and functions and explain company policies
• Revise & change SOP´s when necessary.
• To meet managers to stay informed of changes affecting operations and share these changes with Guest Experience team.
• Complete daily Guest Experience allocation sheet and share this with relevant departments.
• Observe and evaluate colleagues’ appearance and performance to ensure quality service and Compliance with specifications.
• Inspect work areas or operating equipment to ensure conformance to established standards in areas such as cleanliness or maintenance.
• Apply guest feedback to service improvement efforts.
• Inform colleagues about special events or promotions taking place in the resort
• Requisition necessary supplies, equipment, or services.
• Resolve guest complaints and ensure follow up is carried out the Guest Experience team
• Meet and greet guests ensuring that a smooth sequence of the arrival and departure experience is followed.
• Act on behalf of Mandarin Oriental, Bodrum to ensure all guests are delighted and satisfied at all times.
• Supervise and maintain the Legendary Quality Experience, Pillar and MOQA standards.
• Create a safe, comfortable, and friendly working environment to enable the team to deliver an outstanding overall level of service.
• Welcome guests to their assigned suites and explain, in accordance with of Legendary Quality Experience required standards, facilities and services provided by Mandarin Oriental, Bodrum.
• Implement and maintain the Legendary Quality Experience Standards throughout the department.

Requirements

• Knowledge of computers and systems.
• Successful problem solving skills.
• Possess an excellent written and verbal command of English.
• Excellent overall communication skills.
• Able to multi-task.
• Strong desire to provide excellent guest service.
• The ability to work well in a team environment.
• Possess a pleasant and outgoing personality.
• Multi-lingual is preferred
• Official Guest Experience Manager School qualification
• Previous luxury hotel experience.