Guest Relations Agent

About the role

Mandarin Oriental Sanya is seeking a Guest Relations Agent to join its Front Office team. You will be the first point of contact for guests, ensuring smooth check‑in/out, handling enquiries, and delivering the brand’s legendary service.

Key responsibilities

• Register guests, assign rooms and keys, and manage billing and checkout according to standard procedures.
• Accurately enter all guest data into hotel systems and maintain cashier float and daily cash reports.
• Upsell hotel products and services, handle currency exchange, and resolve guest complaints or requests.
• Review daily arrival information for VIPs, repeat guests, groups and special requests.
• Maintain knowledge of reservation procedures, read telex, email and interpret availability sources.
• Provide information on hotel facilities, record guest preferences, and communicate with all departments to fulfill guest needs.
• Identify health and safety hazards and work in other sections when needed, including acting as a butler for highlighted guests.

Required profile

• Strong interpersonal and problem‑solving abilities.
• Excellent English language skills.
• Highly responsible, reliable and able to work under pressure in a fast‑paced environment.
• Team‑oriented with the ability to collaborate across departments.

Required skills

• Proficiency with hotel reservation and property management systems.
• Cash handling and basic accounting procedures.

What we offer

• Competitive salary and benefits package, including social insurances and housing fund.
• Free accommodation and meals on site.
• Learning and development programmes, MOstay complimentary nights and discounted rates.
• Health and wellness programmes, annual leave and public holidays.