Guest Service Agent – Front Office

About the role

The Guest Service Agent is the first point of contact for arriving and departing guests at Mandarin Oriental, Guangzhou. The role focuses on delivering exceptional service, ensuring smooth check‑in and check‑out processes, and promoting the hotel’s amenities and experiences.

Key responsibilities

• Warmly greet arriving guests, provide in‑room check‑in orientation and escort to rooms.
• Handle check‑in procedures, verify room status, and issue correct key cards.
• Upsell, cross‑sell, and promote hotel services, facilities, and events.
• Maintain up‑to‑date knowledge of standard operating procedures, hotel policies, and available amenities.
• Proactively seek ways to improve audit scores and overall service quality.
• Assist guests with luggage, transfers, and provide useful local information.
• Ensure departing guests receive sincere appreciation, verify satisfaction, and invite them to return.

Required profile

• Proactive and customer‑focused attitude.
• Strong attention to detail to avoid double‑sell or non‑vacant room assignments.
• Ability to anticipate guest flow and manage arrivals and departures efficiently.
• Excellent communication and interpersonal skills.
• Willingness to continuously improve service standards.

Required skills