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Guest Relations Executive
Property Name:
Mandarin Oriental Hotel Jakarta
Date Posted:
11/16/16 3:45 AM
ID - Jakarta

A career with Mandarin Oriental Hotel Group opens up a wealth of exciting opportunities for you, both now and for your future development. Our vision is to be widely recognised as the best luxury hotel group in the world. The Group is renowned for creating a culture that provides a motivating and rewarding environment in which to thrive.

Position Details

Duties and Responsibilities


  • Consistently achieves the service and product delivery standards with a high degree of client care and service at all times.
  • Demonstrates a pride in workplace and a high level of commitment.
  • Supports company's philosophy and company culture through the use of Pillars and Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
  • Provides excellent service at all time to all of our guests.
  • Assists Guest courteously and efficiently.
  • Creates special conversations with guests, which identify personal preferences in order to record in each guest's profile history.
  • Is knowledgeable of all in-house and arriving guests.
  • Liaises with the Front Desk and Executive Club on anticipated Guest check-ins, check-outs, room assignments, rooming lists and Group movements to ensure that arrival and departure experience are met.
  • Is aware of all daily events in the hotel.
  • Handles rooms' inspection or show rooms if required.
  • Assists guests with onward reservations for Mandarin Oriental Hotel Group.
  • Ensures proper key handling procedures are adhering to at all times.
  • Communicates immediately all important details to management and colleagues.
  • Ensures that guest's history profiles providing accurate information at all times.
  • Acts as a guide when guests ask for direction and physically assists them to their destination within the hotel.
  • Responds to all guest needs and requests.
  • Ensures and maintains a very high standard of personal hygiene, behaviour and grooming standards of colleagues.
  • Handles guest complaints and comments relating to the department tactfully to achieve maximum guest satisfaction.
  • Assists reception with check-in, check-out and escorting guests to their guest room, aiding in the efficient flow of service.
  • Ensures that all health and safety company standards are maintained and carried out at all times. They must be monitored regularly to assist in scoring 100% on the Mandarin Oriental Hotel Group health and safety audit.
  • Promotes and Up sell the hotel's facilities and to all guests and visitors.
  • Assist guests during check in process ensure complete guest information is obtained based on Registration Card and billing arrangement is established according to FO policies and procedures.
  • Maintain a proper record of any discrepancies and matters for follow up. Utilize additional remarks in SMS appropriately and ensure that traces are properly performed and filed.
  • To be fully conversant with Loyalty or any frequent flyer Program outline by Mandarin Oriental Hotel group.
  • Provide guest with safe deposit boxes services whenever required. 
  • Assist guest during checks out process and ensure proper billing arrangements are provided.
  • Attends training conducted by the Learning and Development Department or the Department's Manager.



  • Have a minimum of 1 year experience in similar position, preferably in luxury environment.
  • Reading, writing and oral proficiency in the English language
  • Able to speak Mandarin fluently
  • Willing to work a flexible schedule and holidays.
  • Be a self-motivator and motivator of others.
  • Work in a safe, prudent and organized manner.
  • Be able to relate to all levels of guests and management.
  • Have excellent communication and organization skills.
  • Be able to consistently delight and satisfy our guest.
  • Have the ability to handle guest requests in a detailed manner.
  • Have excellent attention to details and service knowledge.
(ref. 23643)
Mandarin Oriental Hotel Group is an equal opportunity employer M/F/V/D