Daily Duties

Responsible for maintaining the Legendary Quality Experience – LQE
To meet and greet guests upon arrival at the Main lobby
To ensure all rooms assigned for arrivals are ready prior to guest's arrival
Ensure all bills for Mandarin Oriental Club floor guests are updated and correctly posted prior to guests departure
Provide quality service, with colleagues as well as guests by responding to their requests promptly, efficient and courteous manner during check-in and check-out and during their stay
Adhere to hotel policies strictly regarding the use of cash banks
Check cash float at the beginning and the end of every shift ensuring at all times that the amount are correct
Check and ensure that all guest's bills are charged and posted to the correct folio and accurately
Communicate clearly with Guest Services Agents, Housekeeping, Room Service, Duty Manager and Accounts Department so as to keep queries minimum
Establish a good working knowledge of the account department so as to facilitate guest and management requests for historical data
Ensure that all filing are done correctly and up to date at all times
To liaise closely with Concierge on luggage and transfers arrangement for those due to depart early morning
Continuously strive to meet Front Office objectives, i.e. up selling, express checkout, guest history preferences, restaurant reservations etc.
Always upkeep and maintain work station in clean and tidy manner at all times
Escort all VIP, Top and Tip Top guests to rooms
Soliciting with guests in the lobby to obtain any feedback from guests and inform management accordingly
Perform any other duties as required by the department head from time to time
Must be well versed with Food and Beverage services/knowledge
Commitment to the standards of the IMS system in Health, Safety, Quality and Environmental protection
Participate in the effective implementation of the IMS policy and procedures
Attend training on IMS system Follow through in achieving OTPs
Identify areas of improvement through CPAR or suggestions
Participating in identification of new activities that are in relation to EASI and HIRA
Play an effective role as a FHLSS committee member, if nominated

Guest Services Agent