Guest Services Agent - Concierge

Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement Provide guests access to all that Macau has to offer To ensure that Mandarin Oriental, Macau’s grooming and appearance standards are implemented and maintained to reflect an image of professionalism and care.

Offer a warm, sincere and personalized welcome to all guests Create special conversations with guests, which identify personal preferences in order to record in each guest’s profile history Have an in depth knowledge of directions, travel time, cost and various forms of transportation Maintain a constantly updated database with extensive information about city highlights Maintain a consistent and sufficient level of brochures, maps and handouts Maintain a daily sheet (via software) of all guest requests, reservations and confirmations for guests Be knowledgeable of all in-house and arriving guests Be aware of all daily events in the hotel and the city Arrange tickets for theatre, sporting events and local attractions Make and confirm dining reservations Arrange for package delivery and pickup for guests Provide guests with a confirmation card for dining reservations, transportation, theatre tickets.

Communicate all important details to management and colleagues Provide a daily list to the Front Office Manager or Duty manager of transportation reservations Maintain a clean, neat and organized desk Act as a guide when guests ask for direction and physically assist them to their destination within the hotel Provide clear directions for all guests travelling outside the hotel Respond to all guest needs and requests Other activities as deemed appropriate by the Front Office Manager Train, coach and support the concierge, bellmen, doormen, page boys, valet parkers and airport representatives To assist in greeting and checking-in VIP and Long Stay guests To ensure that he/she is aware of current promotions, policies and other important information.

To ensure that he/she is familiar with the hotel’s products and services. To ensure that guest history records are accurately maintained and all repeat guests preferences are met. To ensure that the Fire Life Health Safety and Security company standards are maintained and carried out. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit.

Perform any tasks as assigned by the Management