Guest Services Executive (Front Office / Concierge)

About the role

Mandarin Oriental, Singapore, part of the Mandarin Oriental Hotel Group, is looking for a Guest Services Executive to join its Rooms team. The role sits within the Rooms Department and reports to the Front Office Manager, and focuses on meeting and exceeding guest expectations through efficient and courteous service.

Key responsibilities

• Maintain operational standards to ensure efficiency, productivity and maximum guest comfort and satisfaction.
• Manage room control, monitor availability and efficiently release rooms for arriving guests.
• Review arrival reports and handle guests' requests and needs according to the hotel's service standards by guest category.
• Be familiar with room amenities, room layouts, room rate structures and hotel facilities and services.
• Recommend wine and dine, entertainment, tourist attractions and concierge services, and identify guests for meet-and-greet from arrival and departure reports.
• Handle cashiering duties and assist with VIP check-in and major group movements.
• Monitor major group movements and coordinate with other departments.
• Ensure effective communication through daily briefings, weekly updates and monthly brainstorming, attend scheduled meetings, and follow the hotel group's goals.
• Attend to general inquiries, requests and complaints, collect guest feedback, conduct courtesy calls during stays, and meet guests on arrival and departure.
• Perform any other duties assigned by a superior.

Required profile

• Diploma, Advanced/Higher/Graduate Diploma in Business, Hospitality, Tourism or Hotel Management, or equivalent.
• Good communication and interpersonal skills.
• Enjoys interacting with guests and working in a fast-paced environment.
• Able to work rotationary shifts, weekends and holidays.

What we offer

• Learning and development programmes tailored to each stage of a career.
• The MOstay programme, offering complimentary nights and attractive rates for guests and family members.
• Health benefits and wellness programmes for colleagues worldwide.
• Retailment plans depending on length of service and role.