Guest Relations Supervisor

Mandarin Oriental Hotel Group

About the job

Duties And Responsibilities

  • Responsible for maintaining the Legendary Quality Experience – LQE, Pillar and MOQA
  • Ensure sufficient manning in Guest Relations appropriate to operational demand and organize break times of team in co-ordination with other sections.
  • Ensure staff’s punctuality, uniforms, personal hygiene, and grooming standards.
  • Continuously monitor staff performance and provide on-the-job guidance.
  • Monitor that courtesy calls are being done correctly and effectively
  • Follow up guest comments to establish solutions appropriate to problems highlighted and motivate colleagues to take ownership of their work and follow up.
  • Be part of daily briefing of information important to the smooth operation of Front Office and overall hotel. Encourage staff to focus on objectives beneficial to the guest processes.
  • Assist with training of new staff and career development of current colleagues.
  • Ensure multi-skilling is achieved through the task at Front Desk Agent, Guest Relations Executive, Concierge, Club Floor Executive, etc.
  • Maintain high profile role within the lobby area so as to be an approachable member of the hotel.
  • Attend meetings pertaining to Guest Relations operations and remain up-to-date with new innovations within the hotel.
  • Monitor training of new staff and their progress and be involved in identifying team’s strengths and weaknesses and look for ways to improve them.
  • Supervise all Guest Relations Executives with their tasks, checklist completion, and other duties.
  • Report to Front Office manager regarding individual staff’s performance and attitude, and be involved in the team’s yearly appraisal.
  • Maintain departmental information organized and readily use.
  • Monitor show rooms and upsell rooms availability and readiness.
  • Handles site inspections whenever required.
  • Ensure VIPs, special dignitaries, celebrities and other important people are welcomed and escorted to the premises by the General Manager or Executive Assistant Manager. In their absence, Guest Relations Supervisor must take charge.
  • Build and maintains good working relationship with other departments such as Room Service and Kitchen (room amenities) and Housekeeping (room set up) to ensure smooth running of operation and inter-departmental cooperation.
  • Monitor the delivery of weekly amenities and ensure regular courtesy calls update for our long stay guests
  • Monitor the guest preference collection and updates are done accordingly.
  • Be responsible in door girl’s scheduling, attendance, and overall performance. Ensure that their duties are carried out completely and the main door is manned at all time from 7.00am – 11.00pm
  • Handling a supervisory task related, i.e. scheduling, training, inventory, FLHSS&E championships.
  • To perform other reasonable duty assigned by Guest Relations Manager, or the next level leaders.


  • Have a minimum of 1 year experience in similar position, preferably in luxury environment.
  • Reading, writing and oral proficiency in the English language.
  • Willing to work a flexible schedule and holidays.
  • Be a self-motivator and motivator of others.
  • Work in a safe, prudent and organized manner.

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