Guest Relations Agent

Guest Relations Agent

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 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.

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

About the job

Based at the Mandarin Oriental New York within the Guest Relations Department in New York City, the Guest Relations Agent is responsible for the overall satisfaction of our guests, being a welcoming point of contact upon arrival, ensuring all needs and preferences are met and honoured during their stay and by communicating with guests via phone, email and messaging services. They are responsible for communicating key information for all our guests with all departments in the hotel and executing delivery of amenities, ensuring that guest preferences are met while delighting and exceeding guest expectations. The Guest Relations Agent will act as the “owner” of the guest database and will liaise with all departments to ensure all specific guest requests are completed as required.

The Guest Relations Agent reports to the Director of Front Office.

As Guest Relations Agent, you will be responsible for the following duties:

• Answering hotel’s main telephone number and connecting guests and colleagues to the correct telephone extension.
• Greeting all callers with a warm and sincere greeting.
• All telephone calls will be answered within 3 rings.
• All callers will be asked for permission before being placed on hold, apologies will be made to said caller on hold when returning to the line. An acknowledgement is made before transferring or connecting a call.
• Answering guest messages via helloMO channel and distributing guest requests to the relevant departments
• Anticipating and recognizing individual guest needs.
• Passing on requests in a timely and accurate manner to appropriate colleagues.
• Utilizing Alice system to share guest requests with other departments
• Recording guest wake-up calls in a clear and organized manner
• Delivering personalized wake-up calls within 5 minutes of agreed upon time in a clear and pleasant voice.
• Must be able to remain calm and communicate clearly with Guests, Management and colleagues in the event of an emergency.
• Be a part of the Hotel’s ERT team and follow the necessary steps for all BCP scenarios
• Communicate with the ERT command centre as necessary in the event of an emergency.
• Clear communication and handover between colleagues from shift to shift

• Review all arrivals for the upcoming days and ensure all preferences are recorded/communicated with relevant departments
• Review all arrivals for the following day and merge any duplicate profiles
• Run reports to prepare for VIP meeting with all operational departments
• Select guests to be met by GR Management and Higher Management pre-arrival, during stay and at departure
• Coordinate all guest preferences with other departments (IRD, HSK, IT, Eng etc) on a daily basis
• Coordinates all VIP Amenities as requested by Executive Office, Sales and Front Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
• Arrange last minute amenities as needed – communicating with departments for day of arrival
• Review Guest Profiles and ensure details/special requests are recorded in correct MO format
• Highlight VIPs on monumental stays and arrange amenities and update spreadsheet
• Respond to any colleague/guest emails that are received
• Assist guests prior to arrival to arrange amenities for special occasions
• Maintaining spreadsheet for all MOWOWs
• Send pre arrival emails to all guests 3 days prior to arrival
• Daily deduping of duplicate guest profiles and deduping monthly report once received from corporate
• Responsible for maintaining the highest quality database relating to Guest History
• Accountable for results from Guest Satisfaction Survey and all mystery shoppers (MOQA, Forbes), in areas relating to Guest Recognition Program
• Preparation of guest turn down letters
• Updating guest profiles in HMS with all LRA feedback
• Updating guest profiles in HMS with all e-log feedback
• Ability to be flexible based on business needs and job changes

• Ability to input and access data in a computer precisely and efficiently.
• Ability to focus attention on guest needs, remaining calm and courteous.
• Ability to understand guests’ inquiries and provide clear and grammatically correct responses.
• Ability to ascertain caller’s needs and comply with such to ensure caller’s satisfaction.
• Ability to think clearly, quickly, maintain concentration, composure and make conscious decisions.
• Ability to prioritize, organize and follow up.
• Ability to focus attention on details.
• Ability to maintain confidentiality of all guest information and pertinent hotel data.
• Ability to work well under pressure while completing multiple tasks within any given period of time.
• Ability to remain stationary at an assigned post for an extended period of time.
• Ability to analyze and resolve problems exercising good judgment.
• Ability to work flexible hours, including weekends, holidays, evenings and nights if necessary.
• Must have a professional image and personality exuding confidence and leadership skills.
• Maintain complete knowledge of:

• All hotel features/services, hours of operations.
• All hotel restaurant food concepts, dress code and ambiance.
• All hotel room types, number /names, amenities and locations.
• Scheduled daily group activities, names and locations of meeting/banquet rooms.

• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Access all functions of computer system according to established procedures and standards.
• Meet with Manager to review daily assignments and priorities as needed.
• Ability to divide daily tasks in a fair manner between all colleagues and shifts
• Ability to handover pertinent information and follow ups needed from shift to shift
• Set up workstations with necessary supplies: maintain cleanliness throughout shift.
• Answer telephone within 3 rings, using correct salutations, telephone etiquette and closing and answer guest messages within 2 minutes of receipt using correct verbiage
• Advise guest of any messages, mail, faxes, etc, received for them.
• Collect guest preferences for all guests.
• Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
• Document all guest requests, complaints or problems immediately and notify designated department/ personnel for resolving the situation.
• Follow up within 10 minutes to ensure completion and guest satisfaction.
• Take, record and relay messages accurately, completely and legibly.
• Offer detailed information on the voice mail system to caller’s wishing to leave a message.
• Accept record and execute wake-up call requests as required.
• Monitor, send and distribute faxes received through the main hotel fax line.
• Generate, print and distribute daily and weekly reports.
• Assist all departments/executives in obtaining appropriate information regarding guest information.
• Legibly document pertinent information in the logbook and within other designated areas.
• Successfully complete the training process.
• Route callers to requested guest or hotel personnel/department.
• Record and relay all guest messages accurately, completely, and legibly. Offer and connect callers to voice mail when appropriate. Distribute hotel department messages to designated locations.
• Provide callers with accurate information on hotel facilities and services.
• Accept and process all guest requests for:

• Screening calls
• Wake up calls
• Other departments as needed
• Do not disturb
• Call forwarding
• Conference calls
• Non-registered guest.

• Monitor telephones system problems and alert pertinent departments in an effort to correct said problems in an expedited manner to prevent guest dissatisfaction.
• Assist in emergency situations as central communication centre for hotel, receiving instruction from base post.
• This description for The Guest Relations Agent has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
• This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. The Guest Relations Agent will be required to perform other job-related duties assigned by Director of Guest Relations or Director of Front Office Operations

The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

As Guest Relations Agent, we expect from you:

• Ability to communicate written and spoken English
• Customer service background
• Must be flexible with scheduling, specifically able to work the PM
• Excellent overall communication skills
• Basic computer and typing skills
• Ability to multi-task
• Strong desire excellent guest service
• Ability to work well in a team environment

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programs 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 program 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 programs 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.

Pay and Benefits:

• Pay $40.95 hourly- commensurate with experience
• A competitive benefits package, including health, dental and vision, 401(K), etc

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

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