Guest Experience Majordome (Butler)
Guest Experience Majordome (Butler)

Mandarin Oriental


Guest Experience Majordome (Butler)

About the job

The Guest Experience Majordome will be responsible for:

  • Escorting and welcoming assigned guests upon arrival, stay and departure.
  • Coordinating special amenities and events for in house guests.
  • Supervising the overall quality of assigned suites experience.
  • Coordinate guest with luggage service at check-in, check-out and storage.
  • Converse with guest to furnishing information.
  • Process mail, messages and packages for assigned guests.
  • Coordinate transportation with Guest Experience Team for assigned guests.
  • Arrange any special requests.
  • Provide a professional and immediate response to guests concerning all activities and hotel services.
  • Inspects all orders to insure all standards are met before delivery to guests.
  • Assists the Guest Experience Agents duties when needed.
  • Delivers housekeeping items and laundry to guest rooms when needed.
  • Ensure all SOP/Checklists related to operations are dully filled according to our group standards and properly stored.
  • Arrange G.E.M offices, pantrys, and service landings to ensure standards of service are maintained.
  • Respond to guests’ inquiries and coordinate special arrangements.
  • Provide instruction and/or guidance for guest safety in fire or other emergency situations.
  • Perform a variety of other duties as assigned by the Guest Experience Manager, Front Office Manager or Director of Rooms.
  • Respond to guest questions. Provide guest assistance, direction and information as requested when working in public areas.
  • Assist daily departmental meeting with team before starting every shift.
  • Communicate all information/changes to existing information to appropriate hotel colleagues in an accurate and timely manner.
  • Maintain an active trace system for guest history related to their preferences and suggestions.
  • Ensure to give a proper handover before the shift end.
  • Generate a good atmosphere within the department.
  • Report all suspicious persons or activities and hazardous or unsafe conditions to the management.
  • Understands and follow the laws and guidelines for beverage service.
  • Ensures accuracy of all collateral in suites and villas: current, correct, spelled correctly, clean and presentable.
  • Ensures menu descriptions are up to date and distributed appropriately in the suites.
  • Responsible for conducting inventories and creating supply requisitions.
  • Generate a daily detailed activity report concerning tour assigned guest to the Guest Experience Manager and Front Office department.
What we are looking for:

The incumbent will require the following personal attributes:

Delighting our Clients

  • Awareness and sensitivity to the concept of luxury and quality
  • Responsive and genuine with guests and colleagues
  • Confident with guest interactions

Working with Colleagues

  • Able to read and write French and English
  • Is culturally sensitive
  • Listens to fellow colleagues
  • Is co-operative and committed to the MOHG Mission

Promoting a Climate of Enthusiasm

  • Has energy and drive
  • Has a sense of urgency for guest requests
  • Communicates clearly
  • Open to feedback and learning

Being the Best

  • Achievement and goal oriented
  • Is positive
  • Able to communicate alternative and positive solutions to problems
  • Adaptable and suitable to change
  • Seeks continuous improvement opportunities

Delivering Shareholder Value

  • Committed to the overall MOHG mission

Playing by the Rules

  • Operates ethically
  • High level of personal integrity
  • Balances needs of guests and colleagues

Acting with Responsibility

  • Establishes self-accountability
  • Accepts feedback and coaching
  1. Mandatory
  • Successful problem solving skills.
  • Possess a good written and verbal command of French and English.
  • Excellent overall communication skills.
  • Able to multi-task.
  • Strong desire to provide excellent guest service.
  • The ability to work well in a team environment.
  • Flexible schedules and hours, willingness to work on weekends, nights and holidays is required.
  • Able to stand for extended periods of time.
  • Possess a pleasant and outgoing personality.
  1. Desirable
  • Knowledge of computers and systems
  • Multi-lingual is preferred


Advertised: W. Central Africa Standard Time
Applications close:

Guest Experience Majordome (Butler)

Marrakesh, Morocco

Full-time, Indefinite

Start Date:

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