Main Responsibilities

Administration

• 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 fulfilment of guest services by working with the Concierge, Housekeeping, Telecommunication, Reservations, Butler and Room Service colleagues
• Handle guests’ incoming and outgoing correspondence (facsimile, messages, mail, etc.)
• Performs Check-in & Check-out
• 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
• Perform assistance to guests in any area of the hotel
• Perform assistance to guests in all hotel areas
• Demonstrate teamwork by cooperating with and assisting colleagues as needed
• To be fully conversant with the hotel’s services and facilities i.e. Business Centre, restaurants, spa etc. and to actively promote and up sell these
• Work very closely with Concierge team to ensure delivery of the Mandarin Oriental personalized service to the guests.
• Work closely with all departments to ensure delivery of Mandarin Oriental exceptional service
• Ensure to protect guest information
• Perform any other reasonable duties as required by the Club Lounge Supervisor/Manager
• Perform any tasks as assigned by the Management. 

 Food and Beverage 

• Sets up the Breakfast buffet and prepares the lounge for breakfast service.
• Seats the guest and provides excellent service for breakfast and drink service.
• Sets up the buffets on time and replenishes them if necessary.
• Clears and resets the tables.
• Prepares and serves drinks and cocktails.
• Keeps the pantry and lounge in perfect condition.
• Cleans the operating equipment if there is no steward in the afternoon/evening.
• Serves welcome drink when there is a check-in.
• Counts the operating equipment.
• Collects the orders from the storeroom.
• Prepares the operating equipment daily for the service.
• Brings down the dirty linen to the linen room.
• Orders and collects clean linen.
• Participates in food and beverage, linen and operating equipment inventory.

 Maintaining Standards

• Greet guests with a smile and warm welcome.
• Attend to guest timely needs for deliveries.
• Ability to understand guest inquiries and provide a response.
• Ability to focus attention on guest needs, remaining calm and courteous.
• Ability to analyze and resolve problems exercising good judgement.
• Must have a professional image and personality exuding confidence.
• Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
• Accommodate all guest requests in an accurate and efficient manner.
• Maintain cleanliness and working condition of departmental equipment/supplies.
• Maintain the condition of Club Lounge and pantry.