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 Service Supervisor (PABX) oversees the Communications Centre operations,
ensuring all guest and internal communications are handled efficiently,
professionally, and in line with Mandarin Oriental’s legendary service
standards.
During the pre-opening phase, this role is instrumental
in setting up systems, standards, and training to ensure a seamless opening
and exceptional guest experience from day one.
Key
Responsibilities
Operations Management
- Supervise
all PABX/telephone operations, ensuring prompt, courteous, and accurate handling
of incoming and outgoing calls - Monitor call handling quality, response
times, and adherence to Mandarin Oriental service standards - Ensure
correct routing of calls, wake-up calls, messages, and guest requests without
delay - Maintain updated knowledge of hotel services, promotions,
in-house guests, and VIP arrivals/departures - Oversee and ensure
accuracy of wake-up call services and emergency communication protocols
Guest Experience Excellence
- Deliver consistently refined
and personalized service aligned with Mandarin Oriental’s “Fans of MO”
philosophy - Ensure all guest interactions reflect professionalism,
discretion, and warmth - Anticipate guest needs and proactively support
service delivery through effective communication - Handle guest
complaints or communication issues promptly and escalate when necessary
Leadership & Team Supervision
- Lead, train, and coach
the Guest Service (PABX) team to maintain high service standards
- Conduct regular briefings, emphasizing VIPs, arrivals, and operational
updates - Monitor staff performance, provide feedback, and implement
development plans - Prepare duty rosters and ensure optimal staffing
coverage at all times - Foster a positive, service-driven team
culture
Coordination & Communication
- Act as
the central communication hub between departments (Front Office, Housekeeping,
Engineering, Security, F&B, etc) - Ensure timely dissemination of VIP
movements, special requests, and emergency information - Assist
in coordinating guest requests and follow-ups across departments
- Maintain confidentiality and discretion for high-profile and VIP guests
Safety & Emergency Handling
- Handle emergency calls
and incidents (fire, medical, security, etc.) according to hotel procedures
- Ensure all emergency communication systems are fully operational
- Participate in emergency drills and crisis management procedures
Administration & Reporting
- Maintain call logs, records,
and communication reports - Monitor and report on call quality metrics
and service performance - Ensure proper use and maintenance of PABX
systems and related equipment - Assist in budgeting, cost control,
and departmental efficiency initiatives
Qualifications & Experience
- Diploma or degree
in Hospitality Management or related field preferred - Minimum 2–3 years
experience in PABX/communications or Front Office operations in a luxury
hotel - Prior supervisory experience preferred
- Excellent verbal
communication skills in English (additional languages are an advantage)
- Strong leadership, coaching, and team management skills
- High level
of professionalism, discretion, and emotional intelligence - Ability
to multitask and remain composed under pressure - Strong attention
to detail and organizational skills - Proficiency in hotel systems (Opera
or similar PMS, PABX systems, other hotel systems) - Leadership and team
development - Attention to detail and service quality focus
- Strong organizational and multitasking ability
- Technical awareness
of telecommunications systems - Calmness and professionalism 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.
We’re Fans. Are you?
