Guest Relations Manager Mandarin Oriental Hotel Group

Guest Relations Manager

Mandarin Oriental Muscat is looking for a Guest Relations Manager to join our Guest Relations team.

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 Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

For those seeking a luxury living experience in one of Muscat s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combines the Group s legendary service, world-class amenities and sweeping sea or mountain views.

Responsibilities

• Responsible for the success of all Guest Relation matters and activities. Success is defined by the Director of Rooms
• Creates MOWow Moments that surprise and inspire our guests
• Being able, and regularly performing, duties of all functions within the Front Office, Concierge Desk and Club Lounge as per the demands of the operations.
• Be present at the Front Office, Club Lounge and Lobby during peak hours and support the Team operationally
• Being an ambassador of the hotel, both being actively engaging with guests and with colleagues.
• Ensure that all applicable standards, both in terms of quality, sustainability and FLHSS of the Rooms Division, policies and rules are properly understood and followed through.
• Creating unique internal experiences for our guests in collaboration with all departments.
• Focus on process improvement and implement innovative solutions to challenges of our business or service improvements.
• Supports the Front Office Manager, Club Lounge Manager and Chief Concierge in daily operations
• Is a role model for grooming standards, MOHG pillars and behaviours
• Leads the Guest Relation team by setting goals, developing the team members, providing hands-on support operationally, planning the Guest Relation schedule and more
• Actively advertises our Fans of MO guest recognition program to our guests
• Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff.
• Attend Management meetings as scheduled.
• Handle all guest complaints and comments tactfully.
• Train the Front of House Teams in handling guest feedbacks, complaints and how to process hints given by the guests in conversations to ensure highest guest satisfaction levels.
• Cooperate and coordinate teamwork with other departments.
• Perform Manager on Duty shifts.