Guest Service Agent

Mandarin Oriental, Guangzhou is looking for a Guest Service Agent to join our Front Office team.

Do you want to deliver the exceptional? Work 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, every day, everywhere.

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 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for crafting time-enriching experiences that transform the ordinary to the exception and guests to fans.

Located in Guangzhou’s Tianhe CBD and designed by tonychi studios, Mandarin Oriental, Guangzhou offers spacious guestrooms, suites and stylish service apartments. Diverse dining choices include Two MICHELIN Stars Jiang by Chef Fei, MICHELIN-Selected Restaurant Ebony, The Mandarin Cake Shop and The Loft. The Spa at Mandarin Oriental, Guangzhou was awarded five-star recognition by Forbes Travel Guide and offers visitors peace and tranquillity in nine private treatment rooms.

About the job

Based within the Front Office in Guangzhou, the Guest Service Agent is responsible for The Guest Services Agent reports to Guest Service Supervisor. The Guest Service Agent is responsible for overall guest satisfaction by creating a delightful arrival and departure experiences with guests in accordance with the objectives, performance and quality standards established by the hotel. The Guest Service Agent reports to the Guest Service Supervisor.

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

• Continually proactively find ways to improve the scores of all audits related to the department.
• Be always proactive in upselling and be always creative and proactive in recommending ways of achieving better result.
• Be familiar with all Guest Service related Standard Operations Procedures and hotel’s policies and procedures.
• Be knowledgeable about all the services, facilities, events in the hotel and be ready to sell/ upsell/ cross-sell hotel services to guests at anytime.
• Fully aware of and well prepared for every day’s expected flow of guests (arrivals, departures) and activities in the hotel.
• Be very focus and concentrate on handling any check-in to ensure room status are carefully checked to avoid check-in a non vacant-clean room/ double sell and when cutting key cards, ensure correct and valid key is cut with a room number matched.
• Ensure all arriving guests are warmly greeted, being escorted to room with in-room check-in and orientation services.
• Extend sincere appreciation to all guests upon check-out, check satisfaction, provide useful information, offer assistance on luggage/ transfer service and invite for return.

As Guest Service Agent, we expect from you:

• Luxury 5-stars hotels work experience is an advantage.
• Must enjoy guest contact and have a natural ability to serve and delight them.
• A team player with ability to multi-task and always remain composed.
• Basic computer and typing skills.
• Good command of English and Mandarin, both spoken and written.

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.

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.

Competitive Benefits Package.

We’re Fans. Are you?

广州文华东方酒店现诚聘宾客服务接待加入前厅部团队。

你是否渴望成就卓越？是否期望与团队协作取得成功，彰显诚信与尊重，并肩负责任？是否秉持不断成长的信念？我们诚邀你一同不懈追求，卓尔不凡。

文华东方是一家屡获殊荣的酒店集团，拥有及管理全球享负盛名的酒店、度假酒店及酒店管理式住宅，遍布全球最受欢迎的目的地，并拥有强大的发展前景。文华东方酒店集团为宾客提供融合东方魅力的21世纪奢华体验，凭借打造全球多个备受瞩目的项目而日益受到广泛认可。最为人称道的是，文华东方酒店集团致力于打造丰盈时光的体验，将平凡转变为卓越，将宾客转化为粉丝。

广州文华东方酒店位于广州市天河中央商务区核心地段，由季裕棠设计师事务所设计，提供广州城中宽敞的客房体验。酒店的米其林二星粤菜餐厅江-由辉师傅主理、米其林指南入选餐厅悦铂尼、文华饼店和The Loft酒吧为宾客提供了丰富的餐饮选择。蝉联福布斯旅游指南五星水疗奖的水疗中心环境典雅舒适，是这座喧嚣都市中沉思遐想和探索发现的世外桃源。

关于职位

该职位位于广州文华东方酒店前厅部，宾客服务接待负责宾客服务接待向宾客服务主管汇报，负责通过为客人提供愉快的入住、退房体验，以创造与酒店标准一致的客户满意度。宾客服务接待向宾客服务主管汇报。

作为宾客服务接待，你将负责以下职责：

• 持续主动寻找方法提高与部门相关的所有审核分数。
• 在追加销售时始终保持积极主动，在推荐实现更好结果的方法时始终保持创造性和积极主动。
• 熟悉所有与宾客服务相关的标准操作程序以及酒店的政策和程序。
• 了解酒店的所有服务、设施和活动，随时准备向客人销售/追加销售/交叉销售酒店服务。
• 充分了解并为酒店每天的预期客流量（到达、离开）和活动做好充分准备。
• 非常关注并集中精力办理入住手续，确保仔细检查房间状态，以避免入住非空置的洁净室/重复出售，并且在切割钥匙卡时，确保制作正确有效的钥匙并匹配房间号。
• 确保所有到达的客人都受到热情的欢迎，并被护送到房间，提供酒店及房间介绍的服务。
• 在退房时向所有客人表示诚挚的感谢，检查他们的满意度，提供有用的信息，提供行李/中转服务方面的帮助，并邀请他们返回。

作为宾客服务接待，我们期望你具备以下能力：

• 有国际奢华五星级酒店经验者优先.
• 沉着冷静，能随机应变，有团队精神。
• 基本的电脑应用能力。
• 良好的中英文沟通及书写能力。

我们对你的承诺

学习与发展：你的成功就是我们的成功。我们为你量身定制专属的学习与发展计划，助力你在职业生涯的各个阶段持续成长。

Mostay酒店入住福利：努力工作的同时，也需要适时放松。作为#MOfamily文华东方酒店集团的一员，无论你身在何处，都可以选择入住我们集团的酒店。MOstay福利为你及你的亲友提供酒店免费住宿和优惠房价。

员工健康：平衡工作与生活至关重要。我们关注你的身心健康，并在全球范围内为所有员工提供多种健康福利和康养体验。

退休计划：你的付出，我们定当回报。我们根据你的服务年限和职位，提供不同的退休计划。

极具竞争力的福利待遇。

We’re Fans. Are you?