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Building relationships with customers

Published on Thursday, 23 Sep 2010

Business at the Landmark Mandarin Oriental Hotel has grown steadily, which means that additional manpower is needed to cope with operational and service demand. The hotel is looking for frontline employees to work in guest relations, catering, spa and rooms.

"When the business is doing well and the occupancy rate is increasing, demand for frontline staff will rise accordingly," says Cynthia Leong, the hotel's director of human resources.

The guest relations manager will be responsible for building relationships with customers, adding value to the experience, and ensuring they make return visits. Candidates should be university or college graduates with a background in hotel management and two years' relevant work experience. They must understand about luxury and high service standards, and have a knowledge of local culture, excellent communication skills and a positive attitude. Applicants should also be creative, team players and able to think ahead.

Catering candidates should have experience in fine dining and be passionate about the profession. "Staff must be able to understand the needs of customers and pay attention to all the details," Leong says. "They should also be able to handle pressure and be willing to do their best at all times."

All new recruits have a two-day orientation programme to learn about the hotel's vision, mission and service standards. They also have a "buddy" assigned for the first month to help navigate the organisation's culture and get familiar with the day-to-day work flow.


  • Before an interview, candidates should study the company’s background and learn about the key job duties
  • It is essential for applicants to enjoy working in the service industry


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