Job Description

Mandarin Oriental Mayfair, London is looking for an Assistant Guest Relations Manager to join our Front Office team.Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.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, with a strong development pipeline. Increasingly recognised for creating some of the world's most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.Mandarin Oriental Mayfair, London is the newest jewel which has opened in the heart of Mayfair. It's another world; an oasis of calm in the heart of the city, with the most attentive service. A world that's all about our guests.About the jobBased at the Mandarin Oriental Mayfair, London within the Front Office department the Guest Relations Executive is responsible for ensuring overall guest satisfaction. Acting as an ambassador for the brand and delivering warm and personalised experience to our guests.As an Assistant Guest Relations Manager, you will responsible for the following duties:

• To deliver exceptional guest service for all guests walking through the door, from pre arrival though to post stay. This role is responsible for ensuring all guest preferences and requests are attended to prior, during and post stay.
• Liaising between departments - Front Office, F&B and Spa to create a seamless and memorable experience
• Delivering initiatives for external guests in F&B
• To be a Mandarin Oriental Mayfair ambassador, having that lobby presence, readily available to guests and being able to anticipate needs.
• To ensure service is delivered to Mandarin Oriental standards, respecting all company policies as per department manuals and trainings.
• To act as a brand ambassador enhancing a feeling of comfort, warmth and care to our guests and residents.
• To warmly welcome our guests and visitors at all times enhancing a lasting impression of warmth and care.
• To ensure you are correctly groomed and have received the necessary handover/daily set up as to assist with in house guests, celebrations, VIPs, Fans of MO, F&B and Spa availability.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
• 1 paid Charity Day per year to dedicate to a charity of your choice
• Increased holiday entitlement with Length of Service, up to 33 days off
• Access to Hospitality Action's Employee Assistance Programme

SUSTAINABILITY AT MANDARIN ORIENTALCorporate responsibility values are deeply ingrained in Mandarin Oriental's culture, and sustainability implications are carefully considered with every decision across the Group, aligning our sustainable development efforts with the industry criteria set by the Global Sustainable Tourism Council.We strive for a better future for the next generation. Protecting the environment, people and communities are the fundamental pillars to which we devote our efforts. We are very proud of the initiatives our colleagues have implemented to help us on the path to achieving our sustainability goals, such as single-use plastic elimination, ethical supply chain and procurement, community and colleague engagement, technology practices and waste reduction. We are committed to doing the right thing, every day.We're Fans. Are you?DIVERSITY & INCLUSIONWe believe a diverse and inclusive culture is better for everyone. Bringing individuals together is essential to the long-term success of our people, our business and the societies and economies in which we operate.All colleagues, regardless of ethnicity, gender, age, sexual orientation, disability, background or religion, should be treated fairly and with respect, should be given equal opportunities, and be valued for the contributions they make in their roles. No form of bullying, intimidation, discrimination or harassment of others will be tolerated.ELIGIBILITY TO WORK IN THE UKPlease note, all candidates applying for this role must have obtained the right to work and live in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Mandarin Oriental