Receptionist

Mandarin Oriental Bosphorus İstanbul

The Hotel 

Mandarin Oriental Bosphorus, Istanbul has become Mandarin Oriental Hotel Group's second hotel in Turkey. The hotel is located on the European side of Istanbul, in the luxurious residential district of Kuruçeşme, right next to the unique Bosphorus.

Redefining luxury with its sophisticated design and architecture inspired by Istanbul's uniquely beautiful mansions and palaces, our hotel is located on the shores of the Bosphorus with two outdoor pools in the city center with lush and generous gardens, 100 spacious rooms and suites with large living spaces, rich Sunday brunches with Turkish and international cuisine, Novikov Restaurant, the international representative of modern Asian and Italian cuisines; Olea & Bar, offering the most exclusive flavors of Italian cuisine and Bosphorus Lounge, home to delicious snacks and tea-time rituals. The Spa at Mandarin Oriental Bosphorus, Istanbul is the city's most comprehensive health, beauty, and wellness center with 3,500 square meters of The Spa at Mandarin Oriental Bosphorus, Istanbul.

Duties and Responsibilities

• To constantly monitor scores of LRA, LQE, MOQA and all other audit and implement necessary actions.
• To promote and ensure that MOHG standards of Legendary Quality Experience and Guiding Principles are enforced.
• To make sure the daily operation is smooth at the front desk section.
• To perform all functions in all FO divisions when needed.
• To ensure that front desk work area in a clean and tidy manner, according to hotel policies and standards.
• To insert and update guest history records.
• To ensure guest feedbacks and comments are handled or monitored until full guest satisfaction is achieved.
• To carry out any other requests that is directed by Front Desk Supervisor, Duty Managers, Night Manager and Front Office Manager.
• To provide courteous, efficient call handling and service delivery in a prompt and clear manner to meet and exceed guest expectations.
• To handle all internal calls in a courteous and professional manner, providing accurate information whilst delivering LQE, Pillar and MOQA standards.
• To receive and perform pre-shift line up (handovers) from shift to shift, ensuring consistent and full information is given/taken.
• To handle all guest requests and to carry out all duties required to provide excellent service to our guests.
• To anticipate that guests’ needs are communicated to the relevant department in a timely manner to ensure seamless service delivery before guests’ ask.
• To ensure appropriate communication with other departments to provide required services by guests.
• To prepare in-room guest letters and communication documents when necessary.
• ETA’s and ETD’s to be collected on a daily basis for the next day arrivals in order to provide luxury arrival and departure experiences.
• To ensure next day’s departing guests’ folios are checked, necessary back-ups’ attached.
• Check through the arrival report and ensures that the necessary preparations are done by respective departments.
• To handle all arrivals in an efficient manner providing our guests with accommodation and personalized escort enhancing a feeling of warmth and comfort in a professional and proactive manner as per MOHG standards.
• To deliver a personalized service to every hotel guest, using the guest´s name whenever possible and successfully creating a lasting, unforgettable first and lasting impression.
• To posses’ working knowledge of all computer systems (INFOR, Key Systems, HotSOS etc.).
• To handle the INFOR and HotSOS system, ensuring correct data inputting /collecting
• Takes immediate actions in case of any system failure.
• To anticipate up-selling and cross-selling opportunities encouraging our guests to use the hotel facilities for their enjoyment.
• To act as an in-house guests' ambassador by establishing and developing personal contact with all our guests enhancing a feeling of comfort, warmth and care throughout their stay.
• To perform all cashiering transactions in compliance with the hotel credit policy ensuring accurate services to our guests.
• To ensure consistent knowledge of our Mission Statement, Pillars, Legendary Quality Experiences and all other service standards or operating procedures and assist the Rooms Division management team in their implementation ensuring our guest experiences Mandarin Oriental Standards.    
• To attend perform pre-shift line up (handovers) on a daily basis and assuring all necessary information to completely delight all guests are followed and used in a professional manner.
• To proactively follow up guest waiting for rooms and provide alternative solutions if required and keep guests update in a timely manner.
• To handle all departures in an efficient manner by providing our guests with accurate settlement and ensuring that their expectations have been reached throughout their stay.
• To encourage our guest to give their feedback in person or online throughout their stay or thereafter allowing the hotel to provide the best level of service and to update guest profiles for future references.
• To follow up and clear any credit risks and open balances.
• To update guest registration cards according to MOHG and local data entry standards.
• Making sure that the guest profiles contain full and accurate information, and to ensure local police station system (AKBS) integrity.
• To follow up and action all traces and guest messages on hourly basis.
• To perform all daily tasks outlined in the shift task list in a proactive, professional and timely manner with the overall aim to completely delight each individual guest.
• To cover all tasks of the Night Receptionist/Auditor in his/her absence
• To act properly in the event of an emergency and ensure procedures are followed and respected based on Safety Manual.