Guest Service Center Agent

Mandarin Oriental, Shenzhen is looking for a Guest Service Center Agent 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 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.

The 178-room Mandarin Oriental, Shenzhen is situated in one of the prime spots in the southern city, in the stunning UpperHills building, with a panoramic perspective of the city’s soaring skyline and lush parklands. With easy downtown access, Mandarin Oriental, Shenzhen, has a total of eight restaurants and bars, including a gourmet Cantonese outlet helmed by acclaimed celebrity Chef Fei, as well as a best-in-class Spa and Wellness facilities including a dramatic indoor swimming pool. Well known for its uncompromising levels of personalised and bespoke services, Mandarin oriental, Shenzhen was recognised as the first Forbes travel guide five-star hotel of the city.

About the job

Based at the Mandarin Oriental, Shenzhen within the Rooms Division in Shenzhen, the Guest Service Center Agent is responsible for providing the highest level of customer service to all guests, to ensure guest experience is one that is beyond the expectations of the guest and aligned with our Legendary Quality Experiences. The Guest Service Center Agent to the Guest Service Center Supervisor.

As Guest Service Center Agent, you will be responsible for the following duties:

• Accountable for achieving the goals of Guest Loyalty and Satisfaction Survey (TrustYou) and LQA of the department as well as the hotel
• Familiar with all Telephone Service’ Standard Operations Procedures and hotel’s policies and procedures
• Develop thorough understanding of all FLHSS policies and procedures and be prepared to play an active role in any emergency situations
• Ensure all wake-up call requests are followed without any delay or mistake and will be delivered in a pleasant and clear voice
• Answer all incoming calls, from guests, outside line or internal colleagues, before the 3rd ring, ask permission before putting on hold and taking ownership of guest needs so they do not have to repeat themselves again upon the line is connected/ transferred
• Maintain complete knowledge of the hotel’s services, facilities, events, restaurants’ promotions as well as arrivals, departures and in-house guests

As Guest Service Center Agent, we expect from you: 

• Minimum 1 year’s relevant working experience in similar capacity
• Fluent in both written and spoken Mandarin and English
• Excellent communication and organization skills
• Strong desire to provide excellent guest service

Our commitment to you

https://careers.mandarinoriental.com/jobs/guest-service-center-agent-shenzhen-guangdong-china-ef9b12e4-f887-4014-b28b-0167dfe152d0