Guest Relations/butler

**Position**: Guest Relations/Butler (Full time #531206)

**Property / Office**: Mandarin Oriental Ritz, Madrid

**Location**: Madrid, Spain

**The Company**:
Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts. The Group now operates or has under development 41 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

**The Hotel**

Renowned Parisian designers Gilles & Boissier, have created a sophisticated residential design for the 100 rooms and 53 suites, including several one-of-a-kind specialty suites, featuring unique design elements inspired by the hotel’s historic connections to the city, Spanish culture and art.

With a stunning and meticulous restoration that celebrates César Ritz’s pioneering spirit, a prestigious central location, five restaurants and bars overseen by one of Spain’s most celebrated chefs and exceptional leisure and wellness facilities, Mandarin Oriental Ritz, Madrid is set to become the city’s most luxurious hotel.

**Scope of Position**:
Do research work to find out guests' likes and preferences to create MOWOW moments during their stay. Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Mandarin Orientals’ policies.

**Reporting Line/s**

The Guest Relations will report directly to the Guest Relations & Butler Manager

**Duties and Supporting Responsibilities**:

- Ensure a warm, genuine and efficient guest’s arrival and departure experience.
- Welcome guests in person; recognize and anticipate their individual needs.
- Assures that guest is assigned type of room requested and the correct rate is charged.
- Arranges for luggage to be delivered to guest room.
- Issues correct keys to the guest.
- Checks out guest at end of stay.
- Ascertains guest satisfaction,
- Research on social media about guests likes and preferences in order to surprise them during their stay.
- Posts late charges and presents bill to guest.
- Settles bill accurately through credit card or cash transaction.
- Reconciles all transactions at the close of each shift.
- Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
- Resolves customer complaints.
- Assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
- Responds to all guest requests in an accurate and timely manner.
- Interaction with guest will be in person and by phone.
- Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
- Works harmoniously and professionally with co-workers and management.
- Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.
- Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
- Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, and lobby coverage.
- Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
- Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.
- Ensure accurate communication of information and guest requests to all relevant departments.
- Handle all guest compliments, comments, observations and complaints in a timely and effective manner, ensuring guest’s complete satisfaction
- Support the Fans of MO guest recognition program and ensure the growth of enrolment and quality of program execution
- Provide escorting to all guests to their rooms upon check in.
- Be punctual at all times and adhere to general hotel rules strictly.
- Help the Guest Relations Team to inspect all VIPs rooms prior to arrival and ensure all requests are met
- Help the Guest Relations Team to meet and greet guests
- Prepare the Daily Communication Form
- Handle amenity requests and other guest relations programs
- Run and Participate in the VIPs meetings
- Handles guests’ complaints
- Works closely with Front Office, Housekeeping, Room Services, Concierge and all F&B departments

**Success Profile for this role**

**Collaborates**

Building partnerships and working collaboratively with others to meet shared objectives.
Represents own interests while being fair to others and their areas and credits others for their contributions and accomplishments.
Partners with others to get work done, motivates, gains trust and supports others.
Picks up on in