At a Glance
- Tasks: Welcome guests with warmth and create memorable experiences tailored to their needs.
- Company: Join a luxury hotel brand known for exceptional guest service and hospitality.
- Benefits: Competitive pay, training opportunities, and a vibrant work environment.
- Other info: Dynamic role with opportunities for growth in the hospitality industry.
- Why this job: Be the face of hospitality and make a real difference in guests' stays.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 24000 - 30000 £ per year.
The role involves the following daily duties:
- To warmly welcome our guests and visitors at all times enhancing a lasting impression of warmth and care.
- To ensure you are correctly groomed and have received the necessary handover/daily set up as to assist with in house guests, celebrations, VIPs, Fans of MO, F&B and Spa availability.
- To be available as an ambassador for all arrivals and departures in an efficient manner.
- Providing our guests with a personalised, warm and welcoming experience, including a tailored rooming experience.
- To review upcoming reservations, ensure all requests are attended to.
- Potential Fans of MO profiles are selected, Fans of MO programme is extended, amenities selected and Mowows/milestone recognition/tailored amenities are arranged and delivered.
- To be well versed with the Fans of MO programme, GXP app.
- To be well versed with MOMAY amenity programme, what we offer, timeline for special setups.
- Responsible for managing required stock for Mowows/milestone recognition gifts.
- To have a good knowledge of all the facilities around the hotel as to proactively cross sell the different facilities.
- To act as an in house guest ambassador by establishing a personal and tailored service.
- Inputting any preferences and useful guest information into their profile.
- Personalising the guest experience by creating MOWOWs in collaboration with the House Manager on duty.
- To answer all telephone enquiries professionally and following telephone etiquette.
- Ensuring all requests are actioned following LQE and Forbes standards.
- To perform all administrative tasks and communicate with the appropriate departments prior to guest arrival using the recommended software for communication as per task list.
- To be fully trained and aware of LQE and Forbes standard and have full knowledge of our mission statement, vision, guiding principles and pillars.
- To be able to deal with guest feedback and ensure appropriate action is taken in following up or escalating on the glitch.
- To be fully compliant with the voucher system and procedures, ensuring relevant SOPs are followed and stock levels are correctly monitored.
- To attend mandatory training and ensure you are up to date with your scheduled trainings.
- To follow up and action all guest relations related traces, ensuring the correct software is used to log the requests/actions.
- Coordinate all external and internal enquiries with the relevant departments.
- To be responsible for maintaining the highest quality database relating to guest history and implementing the guest recognition programs in line with MOHG guidelines.
- To perform any requests or projects assigned by the Rooms Division Manager.
- To ensure that the uniform provided is kept in good conditions, clean and presentable and ensures standards of personal appearance and hygiene are an example for the team and a professional image to our guests.
Guest Relations Executive employer: Mandarin Oriental Hotel Group Limited
As a Guest Relations Executive at our esteemed hotel, you will be part of a vibrant and supportive work culture that prioritises exceptional guest experiences and personal growth. We offer comprehensive training programmes, opportunities for career advancement, and a unique chance to engage with diverse guests in a luxurious setting, all while enjoying the benefits of working in a dynamic team dedicated to excellence.
Contact Details:
Mandarin Oriental Hotel Group Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Relations Executive
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Mandarin Oriental Hotel Group Limited. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Mandarin Oriental Hotel Group Limited
Don't be shy about reaching out to Mandarin Oriental Hotel Group Limited directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Relations Executive
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Mandarin Oriental Hotel Group Limited and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Mandarin Oriental Hotel Group Limited
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
