• Have a very good understanding of the hotel's concept and offerings including promotions and be able to verbally explain those to the guests.
• Have good knowledge about the rooms and suites, the items in them, and the extra items that can be requested.
• Display proper and professional phone etiquette and assure that all guest details and requests are clearly registered, communicated and met.
• Be committed to be a team player; proactively cooperating and supporting colleagues in operational tasks (i.e. set-ups, packing/unpacking)
• Offer Consistently professional, friendly, warm and engaging service.
• Welcome, escort and do room orientation patrons with the overall objective to delight and satisfy each and every guest.
• Attend to any complaints of comments given by guests and if no resolution can be found refer the matter to the Guest Relations Manager.
• To bid friendly farewell to guests and sincerely thank them for their visit.
• To keep the lobby in line with excellence standards.
• Maintain effective communication with all related departments (F&B, Spa, Hsk, Concierge) to ensure a smooth service delivery.
• To maintain all guest supplies in appropriate levels.
• Ensure that the uniform provided is kept clean, presentable and in good condition, ensuring that personal appearance and hygiene standards are an example for the team and a demonstrate a professional image for our guests.
• Deal promptly, efficiently and pleasantly with any queries.
• Communicate clearly and directly with all colleagues and superiors in order to avoid misunderstandings and other shortfalls caused by lack of communication.
• Ensure that Mandarin Oriental Jumeira's grooming and appearance standards are implemented and maintained at all times to reflect an image of professionalism and care.
• Listen to every guest and observe body language carefully in order to be able to understand guest needs and expectations and consistently delight and satisfy every guest by collecting preferences.
• Report critical situations, such as intoxicated guests or aggressive behaviour to managers or security immediately.
• Be able to converse well in English and preferably other languages, in verbal and written format and present and recommend menus to the guest.
• Have a natural, warm smile and a friendly and passionate approach towards guests and handle and resolve challenging situations with guests.
• Create WOW moments to surprise and delight guests in the outlets through gestures and other actions.
• Prepare MODUB daily news, check guest profiles and assist Guest Relations Team with administrative tasks as required
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.

Mandarin Oriental