Guest Experience 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 Guest Experience Agent
is responsible for delivering exceptional, personalized, and seamless service
to guests throughout their stay, ensuring every interaction reflects Mandarin
Oriental’s legendary service standards.

This role focuses
on guest engagement, personalization, and service recovery, acting as a key
point of contact to enhance the overall guest journey. In a pre-opening
environment, the Guest Experience Agent contributes to building service culture,
participating in training, and ensuring readiness for a flawless hotel opening.

Key Responsibilities

Guest Service & Experience Delivery

• Provide
  warm, professional, and personalized service to all guests at all
  touchpoints.
• Ensure smooth guest journeys from pre-arrival, arrival,
  in-house stay, to departure.
• Anticipate guest needs and deliver
  intuitive and anticipatory service.
• Maintain a visible presence
  in guest areas to engage and assist proactively

Guest Engagement & Personalization

• Build strong
  relationships with guests, including VIPs, repeat, and long-stay guests.


• Capture and update guest preferences, profiles, and special requests
  accurately.
• Support the delivery of personalized amenities,
  experiences, and services.
• Enhance guest experiences through thoughtful
  and tailored interactions

Guest Relations & Service
Recovery

• Handle guest inquiries, feedback,
  and complaints with professionalism and empathy.
• Take ownership
  of guest concerns and ensure prompt and effective resolution.
• Escalate
  issues when necessary and follow through to completion.
• Ensure guest
  satisfaction through proactive follow-up and communication

Pre-Opening Responsibilities

• Participate
  in training sessions, SOP briefings, and service culture programs.
• Take
  part in mock operations, role plays, and simulation exercises.
• Assist
  in preparing guest experience touchpoints, amenities, and systems.


• Support readiness of Front Office and Guest Experience operations.


• Demonstrate flexibility in supporting pre-opening tasks across departments
  

Coordination & Communication

• Work closely with Front Office, Housekeeping, Concierge, Butler Services,
  Club Lounge, F&B, and Spa.
• Communicate guest preferences, special
  requests, and VIP movements clearly across departments.
• Ensure seamless
  coordination for guest services and experiences.
• Participate in daily
  briefings and shift handovers

Promotion of Hotel
Services

• Promote hotel facilities, dining outlets,
  spa, and experiences to enhance guest satisfaction.
• Identify
  opportunities for upselling and guest engagement.
• Provide accurate
  information on hotel services, events, and local attractions

Administrative & Systems Duties

• Maintain
  accurate guest records and profiles in the system (PMS/CRM).
• Log guest
  requests and ensure proper tracking and follow-up.
• Assist in preparing
  reports related to guest feedback and service performance.
• Ensure
  proper documentation of guest interactions and requests

Quality Assurance & Brand Standards

• Uphold
  Mandarin Oriental’s service philosophy and luxury standards at all times.


• Maintain professional grooming, behavior, and communication style.


• Ensure consistency in service delivery across all guest interactions.


• Support continuous improvement of guest experience initiatives

Safety, Security & Compliance

• Maintain guest privacy and confidentiality at all times.
• Follow
  hotel safety, hygiene, and emergency procedures.
• Report incidents,
  hazards, or irregularities promptly.
• Ensure compliance with hotel
  policies and brand standards.

Qualifications & Experience

• Bachelor’s degree in Hospitality Management or related field preferred.


• Minimum of 1–2 years’ experience in Guest Relations, Front Office, or luxury
  hospitality (preferred).
• Fresh graduates with strong potential may
  be considered (ideal for pre-opening teams).
• Excellent communication
  and interpersonal skills

Success Profile

• Strong customer service orientation
  and problem-solving ability.
• Fluency in English; additional languages
  are an advantage.
• Proficiency in hotel systems (Opera or similar)
  is preferred.
• Guest-centric mindset and passion for service
  excellence.
• Strong interpersonal and communication skills.


• Emotional intelligence and empathy.
• Attention to detail
  and personalization ability.
• Problem-solving and service recovery
  skills.
• Ability to multitask in a fast-paced environment.


• Professional presence and grooming.

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.

We’re Fans. Are you?