IT IS COMPANY POLICY TO COMPLY WITH THE AMERICANS WITH DISABILITIES ACT, INCLUDING BY PROVIDING REASONABLE ACCOMMODATIONS THAT DO NOT CONSTITUTE AN UNDUE HARDSHIP ON THE COMPANY. COLLEAGUES OR CANDIDATES SHOULD DIRECT REQUESTS FOR ACCOMMODATION TO THE DIRECTOR OF PEOPLE AND CULTURE.

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THE ABOVE IS NOT AN ALL-INCLUSIVE LIST OF JOB DUTIES AND RESPONSIBILITIES. MANDARIN ORIENTAL, NEW YORK RESERVES THE RIGHT TO ADD, DELETE, CHANGE OR MODIFY THE JOB DUTIES AND RESPONSIBILITIES DESCRIBED IN THIS JOB DESCRIPTION AT ITS DISCRETION WITH NOTICE.

As Guest Services Agent, we expect from you:

• Ability to communicate written and spoken English
• Customer service background
• Must be flexible with scheduling, specifically able to work the PM and overnight shifts
• Excellent overall communication skills
• Basic computer and typing skills
• Ability to multi-task
• Strong desire excellent guest service
• Ability to work well in a team environment
• Ablity to stand for extended periods of time

As Guest Services Agent, you will be responsible for the following duties:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, and up-sell opportunities.
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change and processing gift certificates and cards, Handle cash drawer properly as outlined in the MOHG Controller’s manual, and check cash float at the beginning and end of each shift to ensure at all times that amounts are correct.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries, Address special guest preferences recorded in guest history profiles
• Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly, Provide quality service with colleagues to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience, Arrange fulfilment of guest services by working with the Concierge, Housekeeping, Guest Relations, Reservations and Room Service colleagues, Handle guests incoming and outgoing correspondence, (telephone, digital communication, etc.), Demonstrate teamwork by cooperating with and assisting colleagues as needed Perform any other reasonable duties as required by the front office management team