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, Makati
is an upcoming 5-star luxury hotel set within the lush Ayala Triangle Gardens,
at the prestigious corner of Paseo de Roxas and Makati Avenue.
Scheduled to open in 2026, this landmark development will feature 275 elegantly
appointed guestrooms and suites, offering a refined blend of contemporary design
and timeless sophistication. Guests will enjoy an exceptional array
of world-class amenities, including a curated selection of restaurants,
a stylish bar, a serene pool area, and the brand’s signature spa. Designed to
be a sanctuary in the heart of the city, the hotel promises an elevated
experience for both leisure and business travelers seeking comfort, excellence,
and distinction in Manila.
The Role
The
Front Office Supervisor is responsible for overseeing the daily operations
of the Front Desk, ensuring exceptional guest service standards consistent
with Mandarin Oriental’s legendary service philosophy. This role supervises
front office colleagues, coordinates guest services, and ensures smooth
check-in/check-out processes while maintaining the highest levels of luxury
hospitality and operational efficiency.
During the pre-opening phase,
the role focuses heavily on planning, setup, recruitment, training,
and implementation of procedures. Post-opening, the Supervisor will oversee
daily operations, ensuring seamless guest experiences, operational excellence,
and adherence to all standards.
Key
Responsibilities
Guest Experience & Service Excellence
- Deliver personalized, anticipatory service aligned with Mandarin Oriental’s
standards. - Handle VIP arrivals, departures, and in-house guest
engagement. - Respond promptly and professionally to guest inquiries,
requests, and complaints. - Resolve guest concerns effectively, ensuring
complete satisfaction and retention. - Maintain strong guest recognition
and preferences through system updates.
Front Desk Operations
- Supervise daily front office operations including reception,
cashiering, and guest relations. - Ensure smooth and efficient check-in
and check-out procedures. - Monitor room availability, room assignment,
and upgrades in coordination with Reservations and Housekeeping. - Ensure
accurate billing, cashiering, and financial transactions. - Maintain
compliance with hotel standards, policies, and procedures.
Team
Leadership & Staff Supervision
- Lead, coach, and motivate Front
Office Agents to deliver exceptional service. - Conduct daily shift
briefings and ensure effective communication within the team. - Assign
tasks and monitor team performance throughout shifts. - Support training
and development of front office colleagues. - Promote a positive
and collaborative working environment.
Coordination &
Communication
- Liaise with Housekeeping, Concierge, Engineering,
and other departments to ensure seamless operations. - Ensure timely
communication of guest requests and special arrangements. - Coordinate
with Sales, Reservations, and Revenue teams on occupancy, forecasts, and group
arrivals.
Quality Assurance & Standards
- Ensure full
compliance with Mandarin Oriental brand standards and Forbes/5-star service
expectations. - Conduct regular checks on front office procedures
and service delivery. - Monitor guest feedback (e.g., reviews, surveys)
and implement improvements. - Ensure grooming and uniform standards
are consistently maintained.
Administrative & Reporting Duties
- Prepare daily operational reports, shift logs, and handover notes.
- Assist in managing departmental schedules and staffing.
- Monitor
front office KPIs such as guest satisfaction scores, upselling performance,
and service efficiency. - Support audits and ensure compliance
with financial and operational controls.
Revenue & Upselling
- Promote room upgrades, hotel services, and packages to maximize
revenue. - Ensure team actively practices upselling and cross-selling
techniques. - Support revenue optimization strategies in collaboration
with the management team.
Qualifications &
Experience
- Bachelor’s degree in Hospitality Management
or related field preferred. - Minimum 2–4 years Front Office experience
in a luxury hotel environment. - At least 1–2 years in a supervisory role
is an advantage - Strong leadership and team development skills.
- Excellent communication and interpersonal abilities.
- Guest-focused
with strong problem-solving skills. - High attention to detail
and organizational skills. - Ability to work in a fast-paced, pre-opening
environment. - Experience with HMS preferred.
- Proficiency
in Microsoft Office (Excel, Word, Outlook). - Familiarity with Mandarin
Oriental- guest experience platforms is a plus
Why Join Us?
Mandarin Oriental offers a world-class
environment where your expertise, creativity, and leadership will shape
the legacy of our return to Manila.
You will be part of a dynamic preopening team committed to excellence,
innovation, and authentic Asian hospitality.
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.
We’re Fans. Are you?
