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Guest Service Agent
Property Name:
Mandarin Oriental Hotel Boston
Date Posted:
11/11/16 3:45 PM
US - MA - Boston

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

The Group


Mandarin Oriental Hotel Group is the award winning owner and operator of some of the worlds' finest hotels. The Group operates luxury hotels in key leisure and business destinations. In total Mandarin Oriental employs 9,000 colleagues in three continents with 10 hotels in Asia, seven in North America and three in Europe.


The Hotel


Mandarin Oriental Boston will be the Flagship Property operated by the Mandarin Oriental Hotel Management USA.


Strategic Intent


It is the mission and intent of this position that the incumbent will keep the guest's perspective in mind at all times and carry out the mission of the Rooms Department.


Scope of Position


The Guest Services Agent will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences


Organizational Structure


The Guest Services Agent reports to the Front Office Manger and receives coaching, guidance and other duties from the Director of Front Office Operations.


Duties and Responsibilities


  1. Major responsibilities


  • Greet and escort guests promptly to their rooms
  • Handle cash drawer properly as outlined in the MOHG Controller's manual
  • Check cash float at the beginning and end of each shift to ensure at all times that amounts are correct
  • Demonstrate teamwork by cooperating with and assisting colleagues as needed
  • Address special guest preferences recorded in guest history profiles
  • Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly
  • Provide quality service with colleagues to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest's experience
  • Arrange fulfillment of guest services by working with the Concierge, Housekeeping, PBX, Reservations and Room Service colleagues
  • Handle guests incoming and outgoing correspondence, (facsimile, messages, mail, etc.)
  • Communicate clearly with the Night Auditor and Accounts Department
  • Establish a good working knowledge of the Accounting Department so as to facilitate guests and Management requests for historical data
  • Provide assistance to guests in both the street lobby and sky lobby
  • Perform any other reasonable duties as required by the Director of Front Office Operations and Front Office Manager


The incumbent will require the following personal attributes:


Requirement on Core Competencies


  1. Delighting our Clients
  • Awareness and sensitivity to the concept of luxury and quality
  • Responsive and genuine with guests and colleagues
  • Confident with guest interactions


  1. Working with Colleagues
  2. Promoting a Climate of Enthusiasm
  • Able to read and write English
  • Is culturally sensitive
  • Listens to fellow colleagues
  • Is co-operative and committed to the MOHG Mission


  • Has energy and drive
  • Has a sense of urgency for guest requests
  • Communicates clearly
  • Open to feedback and learning


  1. Being the Best
  2. Delivering Shareholder Value
  • Achievement and goal oriented
  • Is positive
  • Able to communicate alternative and positive solutions to problems
  • Adaptable and suitable to change
  • Seeks continuous improvement opportunities


  • Committed to the overall MOHG mission


  1. Playing by the Rules
  2. Acting with Responsibility
  • Operates ethically
  • High level of personal integrity
  • Balances needs of guests and colleagues


  • Establishes self-accountability
  • Accepts feedback and coaching





  1. Mandatory
  • 2 years hotel experience
  • Able to communicate written and spoken English
  • Excellent overall communication skills
  • Basic computer and typing skills
  • Able to multi-task
  • Strong desire to provide excellent guest service
  • The ability to work well in a team environment
  • Able to stand for extended periods of time


  1. Desirable
  • Multi-lingual is preferred
  • Graduate of Hotel School or college degree



(ref. 45218)
Mandarin Oriental Hotel Group is an equal opportunity employer M/F/V/D