Exceptional Experience Officer of Hong Kong

Mandarin Oriental, Hong Kong is looking for an Exceptional Experience Officer to join its Exceptional Experience Centre team. This full time role is pivotal within the Rooms Division, focusing on guest relations. You will ensure every stay is exceptional for our guests. You will answer inquiries and manage dining reservations across phone, email, and instant messaging. In addition, you will work closely with other departments to provide accurate and timely information. If you have a diploma in Hospitality or a related field with at least one year of guest services experience, this role suits you. Strong English and Chinese language skills are required. Mandarin proficiency is a valuable asset.

Hotel Overview

Mandarin Oriental, Hong Kong is the group’s flagship hotel and an icon in its own right. It has delighted guests with award winning service since 1963. The hotel features 447 luxurious guest rooms and suites, a Club Lounge, an extensive SPA and wellness area, and 13 banqueting spaces. It is also home to nine highly individual bars and restaurants, including one Michelin star venue. The hotel is currently undergoing a transformative renovation with over USD 100 million investment. New offerings include elegant guest room designs and exciting dining experiences from globally renowned chefs.

Key Responsibilities

• Engage with guests by providing top notch assistance

• Answer inquiries and manage dining reservations across multiple platforms

• Use phone, email, and instant messaging to communicate with guests

• Collaborate with talented teams across departments

• Ensure every guest receives accurate and timely information

• Master the telephone and food and beverage booking systems

• Operate all systems with precision according to hotel standards and policies

• Enhance the overall guest experience through proactive service

• Work flexible shifts, including overnight duties, to ensure 24 hour guest support

Qualifications

• Diploma in Hospitality or a related field

• At least one year of experience in guest services within the hospitality industry

• Demonstrated ability to create memorable guest interactions

• Exceptional interpersonal and communication skills

• Strong command of English and Chinese (Cantonese or Mandarin)

• Proficiency in Mandarin is a valuable asset

• Willingness to work shifts including overnight hours

Benefits and Perks

The monthly salary for this Exceptional Experience Officer role ranges from HKD 20000 to HKD 25000. Your experience and qualifications determine the exact amount. Mandarin Oriental offers unique learning and development programmes for all career stages. You will receive complimentary nights and attractive room rates through the MOstay programme. Health benefits and wellness programmes are offered globally. Retirement plans are available depending on length of service and role. The hotel provides a caring, motivating, and rewarding working environment.

How to Apply

Please submit your CV and a cover letter through the Mandarin Oriental Hong Kong recruitment portal. Highlight your guest services experience and language skills. The hotel values diversity and welcomes applicants from all backgrounds. If you are ready to deliver exceptional experiences at one of the world’s most iconic luxury hotels, we encourage you to apply today.