Guest Relations

Apply nowPosition: Guest Relations (Full time #538304)
Property / Office: Mandarin Oriental, Geneva
Location:Geneva, Switzerland

MANDARIN ORIENTAL HOTEL GROUP

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. Increasingly recognized 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 creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place.

We are looking for our future :

Guest Relations

Main Responsibilities: 

The main mission of Guest Relations is to ensure the well-being of guests and create a positive experience.
It plays a crucial role in creating a positive guest experience by ensuring guests feel welcomed, cared for and satisfied throughout their stay.

• Welcoming guests: Ensure a warm and professional welcome upon guests' arrival at the hotel.
  Respond to requests: Be available to respond to customer requests, whether in person, by phone, email or other communication channels.
• Complaint Management: Handle customer complaints and concerns in a professional and efficient manner, finding solutions to ensure customer satisfaction.
• Experience Personalization: Strive to personalize the customer experience by anticipating their needs and offering tailored services.
  VIP room control: Ensure that customer preferences are taken into account as well as room control in partnership with Housekeeping and Room Service
• Preparation of arrivals on D-1: Selection of customer profiles, verification of preferences and allocation of Welcome Amenities
  Internal Communication: Coordinate with other hotel departments to ensure smooth communication and ensure overall guest satisfaction.
• Post-departure follow-up: Follow up with customers after their departure to collect feedback, ensure their satisfaction and build loyalty.
• Loyalty Program Management: Promote hotel loyalty programs and ensure members benefit from exclusive benefits.
• Staff Training: Participate in training hotel staff in customer service and guest relations.

Requirements:

• Diploma or certificate holder in Hospitality Management
• Minimum 2 years of reservations experience in international luxury hotels
• Previous work experience in the capacity of Receptionist, Guest Relations or Concierge is preferred
• Strong communication, listening and interpersonal skills
• Well organized and structured

Flexible schedules and working hours, willingness to work on weekends & holidays required

• Fluent in French and English - another language a plus

Please note this is a full-time permanent position 

Benefits:

We provide a comprehensive Benefits Package which includes

• meals whilst on duty
• Guest Hotel experience for employees
• Discounted Room Nights
• Discount at F&B Outlets
• 43 Paid Holidays including Bank & Public Holidays
• Colleague recognition and reward programmes
• Exciting range of learning and development programmes
• Regular colleague social and wellbeing events
• Opportunities for promotion and transfer across the group

You can expect a modern and very personal work environment as well as multiple development potentialities within the hotel and the Mandarin Oriental Group. Our in-house Learning and Developing Manager takes care of the best possible professional development, which is individually matched to our employees.

We are looking for enthusiastic individuals who possess the right attitude and passion to drive this exciting new opening forward and wow our guests!  If this is you, then apply here now!

Advertised:14 Feb 2024 W. Europe Standard Time
Applications close:

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