Front Office Agent

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 recognized 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.

Mandarin Oriental, Makati is an upcoming 5-star luxury hotel set
within the lush Ayala Triangle Gardens, at the prestigious corner of Paseo de
Roxas and Makati Avenue.

Scheduled to open in 2026, this landmark development will feature 275 elegantly
appointed guestrooms and suites, offering a refined blend of contemporary design
and timeless sophistication. Guests will enjoy an exceptional array
of world-class amenities, including a curated selection of restaurants,
a stylish bar, a serene pool area, and the brand’s signature spa. Designed to
be a sanctuary in the heart of the city, the hotel promises an elevated
experience for both leisure and business travelers seeking comfort, excellence,
and distinction in Manila.

The Role

The Front Office Agent is the first point
of contact for guests and plays a critical role in delivering exceptional
service in line with Mandarin Oriental’s legendary standards. This role
is responsible for ensuring seamless arrival and departure experiences, handling
guest requests with efficiency and grace, and creating memorable interactions
that reflect the brand’s commitment to luxury hospitality.

In a pre-opening environment, this role plays a key part in establishing
operational procedures, supporting team training, and ensuring readiness for
a seamless hotel opening.

Key Responsibilities

Guest Arrival & Departure Experience

• Provide efficient, courteous, and personalized check-in and check-out
  services
• Welcome guests warmly, using their names and recognizing
  repeat and VIP guests.
• Ensure all registration procedures are completed
  accurately and in a timely manner.
• Handle billing, payment processing,
  and currency exchange (if applicable).
• Ensure smooth and memorable
  departure experiences, including feedback capture.

Guest Service & Engagement

• Respond promptly
  to guest inquiries, requests, and concerns with professionalism.


• Anticipate guest needs and offer proactive assistance at every
  opportunity.
• Deliver personalized service aligned with Mandarin
  Oriental’s luxury standards.
• Maintain a strong presence in the lobby
  to assist guests and enhance engagement.
• Handle guest complaints
  with empathy and escalate when necessary.

Room
Management

• Assign rooms according to guest
  preferences, availability, and operational requirements.
• Coordinate
  closely with Housekeeping on room readiness and special requests.


• Monitor room status, upgrades, and availability.
• Promote room
  upselling and maximize revenue opportunities.
• Input, update, and manage
  reservations accurately in the Property Management System (PMS).

Communication & Coordination

• Liaise
  effectively with Concierge, Housekeeping, Engineering, Butlers, and other
  departments to ensure seamless service delivery.
• Maintain clear
  and accurate communication during shift handovers.
• Relay important
  guest information, preferences, and requests to relevant departments.


• Ensure follow-through on all guest requests until completion.

Cashiering & Financial Accuracy

• Manage all cashiering duties in accordance with hotel policies
  and procedures.
• Ensure accuracy in billing, payments,
  and transactions.
• Maintain proper documentation for all financial
  transactions.
• Balance cash float and ensure compliance with audit
  standards.

Brand Standards & Quality Assurance

• Uphold Mandarin Oriental’s service excellence standards
  at all times.
• Maintain impeccable grooming and professional
  appearance.
• Ensure the front desk and lobby area are clean, organized,
  and presentable.
• Adhere to Forbes Travel Guide and LQA luxury service
  expectations.
• Participate in quality audits and service improvement
  initiatives.

Guest Recognition & Loyalty

• Recognize repeat guests, VIPs, and loyalty program members.


• Maintain accurate guest history and preferences in the system.


• Enhance guest loyalty by delivering consistent and memorable service.


• Promote hotel services, facilities, and special programs.

Health, Safety & Compliance

• Follow hotel
  policies, safety standards, and emergency procedures.
• Ensure compliance
  with local regulations and data privacy standards.
• Report any
  suspicious activity or safety concerns immediately.

Qualifications & Experience

• Bachelor’s degree in Hospitality Management
  or related field preferred.
• Minimum 1–3 years’ experience in Front
  Office or guest service within a luxury hotel environment preferred.


• Fresh graduates with strong internship exposure in luxury hospitality may
  be considered.
• Excellent communication skills in English; additional
  languages are an advantage.

Success Profile

• Strong interpersonal and customer service
  skills.
• Detail-oriented with strong organizational abilities.


• Ability to multitask and work efficiently in a fast-paced environment.


• Proficiency in PMS systems (e.g., Opera or equivalent).
• Basic
  financial and cashiering knowledge.
• Problem-solving
  and conflict-resolution skills.
• Warm, courteous, and service-oriented
  personality.
• Professional demeanor and polished appearance.


• Strong emotional intelligence and cultural awareness.
• Positive
  attitude and willingness to learn.
• Ability to remain calm under
  pressure.

Why Join
Us?

Mandarin Oriental offers a world-class
environment where your expertise, creativity, and leadership will shape
the legacy of our return to Manila. You will be part of a dynamic preopening
team committed to excellence, innovation, and authentic Asian hospitality.

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.

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