**Guest Relations Manager** Mandarin Oriental Muscat is looking for a **Guest Relations Manager** to join 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 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 recognized 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. **Mandarin Oriental Muscat** Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one\-of\-a\-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events. For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combines the Group’s legendary service, world\-class amenities and sweeping sea or mountain views. **Responsibilities** * Responsible for the success of all Guest Relation matters and activities. Success is defined by the Director of Rooms * Creates MOWow Moments that surprise and inspire our guests * Being able, and regularly performing, duties of all functions within the Front Office, Concierge Desk and Club Lounge as per the demands of the operations. * Be present at the Front Office, Club Lounge and Lobby during peak hours and support the Team operationally * Being an ambassador of the hotel, both being actively engaging with guests and with colleagues. * Ensure that all applicable standards, both in terms of quality, sustainability and FLHSS of the Rooms Division, policies and rules are properly understood and followed through. * Creating unique internal experiences for our guests in collaboration with all departments. * Focus on process improvement and implement innovative solutions to challenges of our business or service improvements. * Supports the Front Office Manager, Club Lounge Manager and Chief Concierge in daily operations * Is a role model for grooming standards, MOHG pillars and behaviours * Leads the Guest Relation team by setting goals, developing the team members, providing hands\-on support operationally, planning the Guest Relation schedule and more * Actively advertises our Fans of MO guest recognition program to our guests * Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff. * Attend Management meetings as scheduled. * Handle all guest complaints and comments tactfully. * Train the Front of House Teams in handling guest feedbacks, complaints and how to process hints given by the guests in conversations to ensure highest guest satisfaction levels. * Cooperate and coordinate teamwork with other departments. * Perform Manager on Duty shifts. **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. * Heath \& 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.