Mandarin Oriental
Posted
Guest Experience Majordome (Butler)
About the job
The Guest Experience Majordome will be responsible for:
- Escorting and welcoming assigned guests upon arrival, stay and departure.
- Coordinating special amenities and events for in house guests.
- Supervising the overall quality of assigned suites experience.
- Coordinate guest with luggage service at check-in, check-out and storage.
- Converse with guest to furnishing information.
- Process mail, messages and packages for assigned guests.
- Coordinate transportation with Guest Experience Team for assigned guests.
- Arrange any special requests.
- Provide a professional and immediate response to guests concerning all activities and hotel services.
- Inspects all orders to insure all standards are met before delivery to guests.
- Assists the Guest Experience Agents duties when needed.
- Delivers housekeeping items and laundry to guest rooms when needed.
- Ensure all SOP/Checklists related to operations are dully filled according to our group standards and properly stored.
- Arrange G.E.M offices, pantrys, and service landings to ensure standards of service are maintained.
- Respond to guests’ inquiries and coordinate special arrangements.
- Provide instruction and/or guidance for guest safety in fire or other emergency situations.
- Perform a variety of other duties as assigned by the Guest Experience Manager, Front Office Manager or Director of Rooms.
- Respond to guest questions. Provide guest assistance, direction and information as requested when working in public areas.
- Assist daily departmental meeting with team before starting every shift.
- Communicate all information/changes to existing information to appropriate hotel colleagues in an accurate and timely manner.
- Maintain an active trace system for guest history related to their preferences and suggestions.
- Ensure to give a proper handover before the shift end.
- Generate a good atmosphere within the department.
- Report all suspicious persons or activities and hazardous or unsafe conditions to the management.
- Understands and follow the laws and guidelines for beverage service.
- Ensures accuracy of all collateral in suites and villas: current, correct, spelled correctly, clean and presentable.
- Ensures menu descriptions are up to date and distributed appropriately in the suites.
- Responsible for conducting inventories and creating supply requisitions.
- Generate a daily detailed activity report concerning tour assigned guest to the Guest Experience Manager and Front Office department.
The incumbent will require the following personal attributes:
Delighting our Clients
- Awareness and sensitivity to the concept of luxury and quality
- Responsive and genuine with guests and colleagues
- Confident with guest interactions
Working with Colleagues
- Able to read and write French and English
- Is culturally sensitive
- Listens to fellow colleagues
- Is co-operative and committed to the MOHG Mission
Promoting a Climate of Enthusiasm
- Has energy and drive
- Has a sense of urgency for guest requests
- Communicates clearly
- Open to feedback and learning
Being the Best
- Achievement and goal oriented
- Is positive
- Able to communicate alternative and positive solutions to problems
- Adaptable and suitable to change
- Seeks continuous improvement opportunities
Delivering Shareholder Value
- Committed to the overall MOHG mission
Playing by the Rules
- Operates ethically
- High level of personal integrity
- Balances needs of guests and colleagues
Acting with Responsibility
- Establishes self-accountability
- Accepts feedback and coaching
- Mandatory
- Successful problem solving skills.
- Possess a good written and verbal command of French and English.
- Excellent overall communication skills.
- Able to multi-task.
- Strong desire to provide excellent guest service.
- The ability to work well in a team environment.
- Flexible schedules and hours, willingness to work on weekends, nights and holidays is required.
- Able to stand for extended periods of time.
- Possess a pleasant and outgoing personality.
- Desirable
- Knowledge of computers and systems
- Multi-lingual is preferred
Advertised: W. Central Africa Standard Time
Applications close:
- Department: Guest Relations