Guest Relations Officer

Mandarin Oriental


Date: 2 days ago
City: Abu Dhabi
Contract type: Full time
Responsibilities

  • Oversee and manage shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally be involved in all required aspects of the department.
  • Supervise, train & audit Guest Relations Executives.
  • Identify learning and development needs for all Guest Relations Executives and share those with the Guest Relations Manager.
  • Develop new ideas for cost effective guest amenities.
  • Updates accurate guest preferences and feedback in Opera.
  • Selects MOWOW guests on a daily basis and completes the necessary arrangements for an enhanced stay.
  • Works closely with the Front Office, Housekeeping, Room Services, Concierge, Executive Office, and all F&B departments.
  • Maintains all quality standards and procedures from guest’s in-house stay to guest’s departure.
  • Ensure customer satisfaction from arrival to departure in accordance with the MOHG Legendary Quality Experiences (LQEs) and the MOHG Pillars.
  • Assists the Front Office during need periods.
  • Maximize rooms revenue by upselling guests upon arrival.
  • Provide quality service to the guests by responding to requests promptly, efficiently, and courteously during check-in, check-out and throughout the guest’s experience.
  • Supervise the daily operation of the Emirates Palace Boutique.
  • Perform any other reasonable duties as required by the Rooms Division Manager or Front Office Manager.

Skills & Qualifications

  • A few years of experience working in the same role in a luxury hotel/resort
  • Fluent proficiency in English and excellent communication skills. Additional language will be an advantage
  • Able to multi-task and work under pressure in busy operations
  • The ability to work well in a team environment
  • Driven, dynamic and energetic

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