Guest Experience Supervisor

Mandarin Oriental, Shenzhen is looking for Guest Experience Supervisor to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

The 178-room Mandarin Oriental, Shenzhen is situated in one of the prime spots in the southern city, in the stunning UpperHills building, with a panoramic perspective of the city’s soaring skyline and lush parklands. With easy downtown access, Mandarin Oriental, Shenzhen, has a total of eight restaurants and bars, including a gourmet Cantonese outlet helmed by acclaimed celebrity Chef Fei, as well as a best-in-class Spa and Wellness facilities including a dramatic indoor swimming pool. Well known for its uncompromising levels of personalised and bespoke services, Mandarin oriental, Shenzhen was recognised as the first Forbes travel guide five-star hotel of the city.

About the job

Based at the Mandarin Oriental, Shenzhen within the Rooms Division in Shenzhen, Guest Experience Supervisor is responsible for the day-to-day operation of the department and administering supervision for all Front lines of colleagues and ensure smooth running of the operation to serve all guests have an enjoyable and comfortable stay as possible. Guest Experience Supervisor reports to the Front Office Manager.

As Guest Experience Supervisor, you will be responsible for the following duties:

• Supervises, directs and manages all members of guest services team
• Installs and establishes all Guest Recognition Processes at the hotel
• Ensure that Legendary Quality Experiences, policies and procedures are properly understood and followed through
• Review arrival information on a daily basis: VIP, special occasion guests, repeat guests and long stay guests
• Perform any tasks assigned by the Management

As Guest Experience Supervisor, we expect from you: 

• Minimum 1 year’s relevant working experience in similar capacity
• Excellent communication and organization skills
• Strong desire to provide excellent guest service
• Fluent in both written and spoken Mandarin and English

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

We’re Fans. Are you?