Mandarin Oriental, Hong Kong is looking for an Exceptional Experience Officer to join our Exceptional Experience Centre 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 Hotel Group 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 iconic Mandarin Oriental, Hong Kong is the epitome of contemporary luxury combined with Oriental heritage. Having delighted guests with award-winning services and impressive facilities for 60 years, it is a much-loved address for those seeking an exclusive sanctuary in the heart of the city. The hotel’s spacious rooms and suites offer magnificent views of the renowned Victoria Harbour and the city’s skyline. A collection of nine outstanding restaurants and bars, including two that hold Michelin Star status, a luxurious club lounge, a Shanghainese-inspired holistic spa, an indoor pool and a state-of-the-art fitness centre, make Mandarin Oriental, Hong Kong the quintessential “home away from home” for discerning leisure and business travellers alike.

About the job

Based at the Mandarin Oriental, Hong Kong within Exceptional Experience Centre in Hong Kong, the Exceptional Experience Officer is responsible for performing the technical operations of the PABX equipment & restaurant reservation system and always delivers quality services to our guests in line with the company standards. The Exceptional Experience Officer reports to the Exceptional Experience Manager under Rooms Division with a dotted line to Food & Beverage Division.

As Exceptional Experience Officer, you will be responsible for the following duties:

• Answer guest telephone enquiries in a professional and efficient manner and offer assistance to guests
• Work and communicate closely with other departments in replying guest enquiries
• Operate the switchboard according to policies and procedures set by Exceptional Experience Manager.

As Exceptional Experience Officer, we expect from you:

• Diploma graduate in Hospitality or related disciplines
• Minimum 1 year guest services experience in hospitality industry
• Excellent interpersonal and communication skills
• Good command of English and Chinese; Putonghua will be an advantage
• Willing to work shift duty.

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 worklife 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?