Verified Job
Recruiter / HR / Admin
Assistant Guest Relations Manager
Recruiter / HR / Admin
#42364
Remote / WFH
Mandarin Oriental
Job Description
Assistant Guest Relations Manager
JR-06484
Rooms
Full time
Permanent
Mandarin Oriental, New York
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Assistant Guest Relations Manager
Mandarin Oriental New York is looking for a Guest Relations Manager to join our Guest Relations 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 recognized 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.
A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.
About the job
Based at the Mandarin Oriental New York within the Guest Relations Department in New York City, the Assistant Guest Relations Manager key focus will be on preparing and communicating key information for all our guests with all departments in the hotel. They will be responsible for executing delivery of amenities, ensuring that guest preferences are met while delighting and exceeding guest expectations. The Assistant Guest Relations Manager will act as the “owner” of the guest database and will liaise with all departments to ensure all specific guest requests are completed as required.
The Assistant Guest Relations Manager reports to the Director of Guest Relations.
As Assistant Guest Relations Manager, you will be responsible for the following duties:
Review all arrivals for the upcoming days and ensure all preferences are recorded/communicated with relevant departments
Run reports to prepare for VIP meeting with all operational departments
Select guests to be met by GR Management and Higher Management pre-arrival, during stay and at departure
Coordinate all guest preferences with other departments (IRD, HSK, IT, Eng etc) on a daily basis
Responsible for physical inspection of rooms with special requests (i.e, fridge, microwave) prior to arrival
Coordinates all VIP Amenities as requested by Executive Office, Sales and Front Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
Arrange last minute amenities as needed – communicating with departments for day of arrival
Review Guest Profiles and ensure details/special requests are recorded in correct MO format
Highlight VIPs on monumental stays and arrange amenities and update spreadsheet
Write welcome cards for guests as directed by GR Manager
Review group resumes and guest riders when received to arrange all items prior to arrival
Source & coordinate with concierge for purchase of items outside of the hotel
Respond to any colleague/guest emails that are received
Assist guests prior to arrival to arrange amenities for special occasions
Maintaining spreadsheet for all MOWOWs
Daily deduping of duplicate guest profiles and deduping monthly report once received from corporate
Responsible for maintaining the highest quality database relating to Guest History
Accountable for results from Guest Satisfaction Survey and all mystery shoppers (MOQA, Forbes), in areas relating to Guest Recognition Program
Preparation of guest turn down letters
Represent GR Management team at daily/weekly meetings if necessary
Ability to be flexible based on business needs
This description for The Guest Relations Manager has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. The Guest Relations Manager will be required to perform other job-related duties assigned by Director of Guest Relations.
The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.
As Assistant Guest Relations Manager, we expect from you:
2 years New York luxury hotel experience
4 year college or university degree
Able to communicate written and spoken English
Excellent overall communication skills
Able to multi-task
The ability to work well in a team environment
Proficient in Microsoft Excel, Word, Outlook
JR-06484
Rooms
Full time
Permanent
Mandarin Oriental, New York
Add To Favourites
View Favourites
Assistant Guest Relations Manager
Mandarin Oriental New York is looking for a Guest Relations Manager to join our Guest Relations 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 recognized 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.
A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.
About the job
Based at the Mandarin Oriental New York within the Guest Relations Department in New York City, the Assistant Guest Relations Manager key focus will be on preparing and communicating key information for all our guests with all departments in the hotel. They will be responsible for executing delivery of amenities, ensuring that guest preferences are met while delighting and exceeding guest expectations. The Assistant Guest Relations Manager will act as the “owner” of the guest database and will liaise with all departments to ensure all specific guest requests are completed as required.
The Assistant Guest Relations Manager reports to the Director of Guest Relations.
As Assistant Guest Relations Manager, you will be responsible for the following duties:
Review all arrivals for the upcoming days and ensure all preferences are recorded/communicated with relevant departments
Run reports to prepare for VIP meeting with all operational departments
Select guests to be met by GR Management and Higher Management pre-arrival, during stay and at departure
Coordinate all guest preferences with other departments (IRD, HSK, IT, Eng etc) on a daily basis
Responsible for physical inspection of rooms with special requests (i.e, fridge, microwave) prior to arrival
Coordinates all VIP Amenities as requested by Executive Office, Sales and Front Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
Arrange last minute amenities as needed – communicating with departments for day of arrival
Review Guest Profiles and ensure details/special requests are recorded in correct MO format
Highlight VIPs on monumental stays and arrange amenities and update spreadsheet
Write welcome cards for guests as directed by GR Manager
Review group resumes and guest riders when received to arrange all items prior to arrival
Source & coordinate with concierge for purchase of items outside of the hotel
Respond to any colleague/guest emails that are received
Assist guests prior to arrival to arrange amenities for special occasions
Maintaining spreadsheet for all MOWOWs
Daily deduping of duplicate guest profiles and deduping monthly report once received from corporate
Responsible for maintaining the highest quality database relating to Guest History
Accountable for results from Guest Satisfaction Survey and all mystery shoppers (MOQA, Forbes), in areas relating to Guest Recognition Program
Preparation of guest turn down letters
Represent GR Management team at daily/weekly meetings if necessary
Ability to be flexible based on business needs
This description for The Guest Relations Manager has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. The Guest Relations Manager will be required to perform other job-related duties assigned by Director of Guest Relations.
The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.
As Assistant Guest Relations Manager, we expect from you:
2 years New York luxury hotel experience
4 year college or university degree
Able to communicate written and spoken English
Excellent overall communication skills
Able to multi-task
The ability to work well in a team environment
Proficient in Microsoft Excel, Word, Outlook
