Guest Relations Agent

About the role

Join the Front Office team at Mandarin Oriental Sanya as a Guest Relations Agent. You will be the first point of contact for guests, ensuring smooth check‑in and check‑out processes while delivering the brand’s legendary service.

Key responsibilities

• Register guests, assign rooms and issue keys according to standard check‑in procedures.
• Process billing and check‑out accurately and efficiently.
• Enter all guest data correctly into the hotel management system.
• Maintain cashier float, handle cash transactions and assist with currency exchange.
• Promote hotel products and services through up‑selling and suggestive selling techniques.
• Address guest complaints, inquiries and special requests; refer unresolved issues to the Duty Manager.
• Review daily arrival information, including VIPs, repeat guests, groups and special requests.
• Stay updated on accounting policies, reservation procedures and hotel promotions.
• Greet guests warmly, use their names, and ensure a tidy work environment.
• Participate in briefings and share relevant information with the team.

Required profile

• Strong integrity, respect for colleagues and a responsible attitude.
• Growth‑mindset and willingness to learn and develop within a luxury hospitality environment.
• Excellent communication skills and a customer‑focused approach.
• Attention to detail and ability to handle cash and data accurately.
• Team player who contributes to a positive work culture.

Required skills