Guest Relations Manager

Mandarin Oriental Punta Negra, Mallorca is looking for a **Guest Relations Manager**to lead our **Guest Relations team.**

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 Hotel Group 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 recognised 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.

Set against the stunning backdrop of Puerto Portals, Mandarin Oriental Punta Negra pulses with the vibrant spirit of Mallorca. Here, subtle and emotional luxury seamlessly blend with the island’s natural beauty and energy, offering a place where inspiration flows effortlessly. Celebrate the essence of Mallorca through bespoke experiences, dynamic culinary journeys, and rejuvenating wellness - each designed to immerse you in the island’s vibrant atmosphere and extraordinary offerings.

**About the job**

Based at Mandarin Oriental Punta Negra, Mallorca, as the Guest Relations Manager, you will be responsible for ensuring smooth operations and exceptional service within the Guest Relations Team.

**As Guest Relations Manager, you will be responsible for the following duties**:

- To ensure smooth operations and exceptional service within the Guest Relations Team.
- To lead, train and manage the Guest Relations Team, fostering a culture of excellence and continuous improvement
- To ensure customer satisfaction from arrival to departure in accordance with the standards and procedures manual and the Legendary Quality Experience (LQE).
- To ensure that the FLHSS standards are maintained and carried out. They must be monitored regularly to ensure maximum compliance with the MOHG health and safety audit.
- To ensure that Mandarin Oriental, Punta Negra’s grooming and appearance standards are implemented and maintained to reflect an image of professionalism and care.
- To oversee VIP guest experiences, pre, during and post stay, ensuring their stay is personalised and exceeds their expectations.
- To coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless guest service.
- To oversee the preparation of guest profiles, ensuring all preferences and history are accurately recorded and utilised.
- To perform any other reasonable duties as required by the Rooms Division Manager.

**As Guest Relations Manager, we expect from you**:
Experience and education
- Minimum 3-5 years of experience in Guest Relations, Front Office, or a similar role within a luxury hotel or high-end hospitality environment.
- Previous experience in a supervisory or managerial role overseeing guest relations or front desk operations.
- Extensive experience handling VIP guests, celebrities, and high-profile clients, ensuring discreet and exceptional service.

Technical Skills
- Strong communication skills in English and Spanish (additional languages are a plus).
- Willingness and flexibility to work in shifts (day, afternoon, and night).
- Well-groomed appearance, adhering to the hotel's grooming standards.
- Good IT skills, with proficiency in Windows operating systems, Microsoft Office Suite (Excel, Word, Outlook), and hotel management systems (e.g., HMS, Opera, Fidelio, or similar PMS).
- An independent and proactive approach.

**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.
- Health & 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.
- Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

**We’re Fans. Are you?