With more than 350 colleagues, we are seeking a receptionist with the passion to deliver the best service and exceed our guest's expectations.
The Company
Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world's most prestigious hotels and resorts. The Group now operates or has under development 41 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.
The Hotel
Renowned Parisian designers Gilles & Boissier have created a sophisticated residential design for the 100 rooms and 53 suites, including several one-of-a-kind specialty suites, featuring unique design elements inspired by the hotel's historic connections to the city, Spanish culture, and art.
With a stunning and meticulous restoration that celebrates César Ritz's pioneering spirit, a prestigious central location, five restaurants and bars overseen by one of Spain's most celebrated chefs, and exceptional leisure and wellness facilities, Mandarin Oriental Ritz, Madrid is set to become the city's most luxurious hotel.
Responsibilities
* Checks in guests in an efficient and friendly manner, using guest names whenever possible.
* Assures that guests are assigned the type of room requested and the correct rate is charged.
* Arranges for luggage to be delivered to guest rooms.
* Issues correct keys to the guests.
* Checks out guests at the end of their stay.
* Ascertains guest satisfaction, collects keys, posts late charges, and presents bills to guests.
* Settles bills accurately through credit card or cash transactions.
* Maintains a balanced bank assigned by the hotel.
* Makes change, cashes checks, and exchanges foreign currency.
* Reconciles all transactions at the close of each shift.
* Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
* Responds to all guest requests in an accurate and timely manner.
* Interactions with guests will be in person and by phone.
* Utilizes a variety of computer systems to check guests in and out, run daily reports, and select and block rooms for arriving guests.
* Works harmoniously and professionally with co-workers and management.
* Accepts reservations, changes, and cancellations in the absence of Reservations Department Staff.
* Can answer guest calls and direct them appropriately in the absence of a PBX Operator.
* Provides escorting to all guests to their rooms.
* Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, and lobby coverage.
* Provides basic troubleshooting support for in-room services such as Internet, TV movies, games, and Web services.
* Supports the Fans of MO guest recognition program and ensures the growth of enrollment and quality of program execution.
* Upsells additional facilities and services, when appropriate.
* Assists Guest Relations colleagues during their days off or holidays in order to connect with the guest and learn more about their stay and how their experience is in the hotel.
* Operates the nightly Front Office operations properly, efficiently, and profitably during the night shift days off or holidays.
Requirements
* Service-oriented mindset, great organizational and problem-solving skills.
* Previous experience in a luxury environment.
* Previous knowledge of the city of Madrid would be a plus.
* Fluency in English and Spanish. Additional language would be a plus.
* Successful candidates must possess legal work authorization in Europe.
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