Duties and Responsibilities

1. Major responsibilities
• Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
• To ensure that Mandarin Oriental, Macau’s grooming and appearance standards are implemented and maintained to reflect an image of professionalism and care.
• Adhere to the established meeting and F&B administration, client history and tracing system within the Food & Beverage Department.
• Anticipating and recognizing individual guests needs.
• Greeting all callers with a warm and sincere greeting in English, Mandarin, and Cantonese.
• Able to establish professional and polite correspondence with internal and external guests through email platform.
• Ensure data and reports are finalized and distribute to departments/managers concerned.
• Generate reports when requested and within the specified time period.
• Handle telephone, email, smart phone platform and enquiries and consequently follow up if required.
• Responsible for an organized filing system.
• Answering outlet telephone calls and follow up, if necessary connecting guests and colleagues to the correct telephone extension.
• Passing on requests in a timely and accurate manner to appropriate colleagues.
• All telephone call will be answered before the 4 rings, using correct telephone etiquette.
• Ability to input data and access data in a computer.
• Ensure the reservations being entered into the correct systems are in correct format.
• Refer special bookings to outlets for further handling.
• To know by heart all menus and products being offered in each outlet, including special events and promotional items.
• To know by heart all discounts/privileges offered in each outlet.
• Handle day to day internal and external email account correspondences.
• Responsible for preparing name tags, menus, flyers editing, printing and engineering.
• Ensure communications among other departments, notably Concierge, Front Desk and other concerned departments is maintained with information which pertains to them.
• Assist to maintain up-to-date records for all reservations and operational arrangements.
• Take record and relay messages accurately, completely and legibly.
• Attend and participate in F&B and business development trainings as required.
• Meet and report with supervisor to review or/and handover daily assignments and priorities to respective outlet manager.
• Update accounts and contact profiles in the F&B system(s).
• Ensure all accounts and contacts profiles are properly maintained in the related system(s). F&B activity reports and tracing system are implemented on a timely manner.
• Assisting income auditor on tasks relating to Food&Beverage.
• Assisting F&B office with revenue analysis and presentation preparation as requested.
• Perform any other reasonable duties as required by the department head.