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Front Office Agent

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Mandarin Oriental Hotel Group

18d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Hospitality & Retail
  • Dubai

AI generated summary

  • You need a senior school qualification, 2 years in a 5-star hotel, 1 year in front office, strong Microsoft Office skills, excellent English, and flexibility to work various shifts.
  • You will greet and check in guests, manage inquiries and services, handle transactions, maintain communication with departments, ensure guest satisfaction, and address complaints effectively.

Requirements

  • Senior School qualification.
  • Minimum 2 years’ experience working in a 5-star hotel environment.
  • A minimum of 1 year of Front Office experience. Pre-opening experience preferred.
  • Previous experience working in the Middle East Region is an advantage.
  • Strong command of Microsoft Office products, PSMS and other front office related software.
  • Excellent verbal and written communication skills in English.
  • Verbal and written communication skills in Arabic or other languages are preferred.
  • Ability to understand guest needs and expectations and to deliver superior customer service.
  • Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues.
  • Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
  • Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.

Responsibilities

  • Greet, check in, and escort guests promptly to their rooms.
  • Address special guest preferences recorded in guest history profiles.
  • Handle cash drawer properly as outlined in the MODTD Controller’s Policy.
  • Check cash float at the beginning and end of each shift to always ensure that amounts are correct.
  • Provide quality service with colleagues to the guests by responding to requests promptly, efficiently, and courteously during check-in, check-out and throughout the guest’s experience.
  • Arrange fulfilment of guest services by working with the Concierge, Housekeeping, Telecommunications, Reservations and Room Service colleagues.
  • Print and drop cash out, adjustment slips, paid out voucher, and bank count reports.
  • Communicate clearly with the Night Duty Manager and Accounting Department.
  • Establish a good working knowledge of the Hotel outlets and products.
  • Able to communicate special features and services unique to the guest’s needs.
  • Handle guests incoming and outgoing correspondence, (facsimile, messages, mail, etc.)
  • Responsible for preparation of the daily arrival bucket, in-house bucket and next day arrivals (including welcome cards, guest business cards, registration cards and limousine arrivals).
  • In charge of guest invoices (in-house).
  • Check credit card authorization in SMS for all in-house guests.
  • Perform any other reasonable duties as required by the management of the Hotel.
  • Greet and welcome all ‘Fans of MO’ guests and ensure to sign up non ‘Fans of MO’ guests.
  • Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
  • Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
  • Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
  • Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.
  • Demonstrate teamwork by cooperating with and assisting colleagues as needed.
  • Warmly engage and converse with guests.
  • Ensure customer satisfaction in accordance to the applicable MOHG Legendary Quality Experiences (LQEs).
  • Create WOW moments to surprise and delight in house guests.
  • Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.

FAQs

What are the main responsibilities of a Front Office Agent at Mandarin Oriental Downtown, Dubai?

The main responsibilities include greeting and checking in guests, handling cash transactions, fulfilling guest service requests, managing guest correspondence, preparing daily arrival reports, and ensuring effective communication with other departments.

Is prior experience in a hotel environment necessary for this position?

Yes, a minimum of 2 years’ experience working in a 5-star hotel environment, with at least 1 year of Front Office experience, is required.

What qualifications do I need to apply for the Front Office Agent role?

A Senior School qualification is required, along with relevant work experience in hospitality.

Are there opportunities for growth within the company?

Yes, Mandarin Oriental supports career development and growth opportunities for its employees.

What languages are preferred for this position?

Excellent verbal and written communication skills in English are required, and skills in Arabic or other languages are preferred.

Will I be required to work on weekends and holidays?

Yes, flexibility to work a variety of shifts, including evenings, weekends, and holidays, is required as per business needs.

What kind of work environment can I expect at Mandarin Oriental Downtown, Dubai?

You can expect a positive work environment that promotes teamwork, effective communication, and a commitment to service excellence.

Is pre-opening experience considered an advantage for this role?

Yes, pre-opening experience is preferred and considered an advantage.

How does the hotel ensure exceptional customer service?

The hotel emphasizes understanding guest needs and expectations, providing personalized service, and creating memorable experiences to ensure customer satisfaction.

Will I receive training for the role of Front Office Agent?

Yes, training will be provided to ensure that you are familiar with the hotel's standards and procedures.

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Mandarin Oriental Hotel Group

Travel & Leisure
Industry
10,001+
Employees
1963
Founded Year

Mission & Purpose

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 36 hotels and 7 residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group. Mandarin Oriental’s aim is to be recognized widely as the best global luxury hotel group, providing 21st century luxury with oriental charm in each of its hotels. This will be achieved by investing in the Group’s exceptional facilities and its people, while maximizing profitability and long-term shareholder value. The Group regularly receives recognition and awards for outstanding service and quality management. The strategy of the Group is to open the hotels currently under development, while continuing to seek further selective opportunities for expansion around the world. The parent company, Mandarin Oriental International Limited, is incorporated in Bermuda and has a premium listing on the London Stock Exchange, with secondary listings in Bermuda and Singapore. Mandarin Oriental Hotel Group International Limited, which operates from Hong Kong, manages the activities of the Group’s hotels. Mandarin Oriental is a member of the Jardine Matheson Group.