Front Office Manager

About the job

Based at the Mandarin Oriental,
Hangzhou within the Front Office Department, the Front Office Manager
is responsible overseeing the effective and efficient operation of Front Office
which includes Reception, Concierge and Telephone departments. Plan, organize,
and motivate team to excel in delivering Legendary Quality Experience to all
guests. The Front Office Manager reports to the Director of Rooms.

As Front Office Manager, you will be responsible for the following
duties:

• Read through arrival report and ensure accuracy
  of guest history, services and amenities are accorded.
• Meet VIPs
  and perform guest relation duties and obtain comments and feedback.


• Motivate all Front Office colleagues to upsell rooms and achieve higher
  average room rate
• Monitor in implement action plans where necessary
  for Fans of M.O. member enrolment and premium spend including on property
  signup.
• Monitor major group movement and coordinate with the various
  department
• Put up action plan covering all areas of operations
  in handling major groups.
• Monitor closed-out dates, room inventory
  and coordinates with Reservations.
• Establish and maintain operation
  standards.
• Innovate, initiate and maintain procedures to increase
  efficiency, productivity and maximum guest comfort and satisfaction. Train
  colleagues on new work processes, understanding of policies and procedures.
  Identify training needs and implements effective training program.


• Guide, coach, counsels and evaluates the performance of GSM’s, GSE’s
  and GSA’s.
• Ensure effective communication via daily briefings, weekly
  updates and monthly brainstorming sessions within the department.


• Well-versed with Mandarin Oriental Hotel Group goals and information.

As Front Office Manager, we expect from you:

• Minimum 5 years of relevant working experience in similar capacity


• Excellent problem-solving and interpersonal skills
• Ability
  to function well under pressure, set priorities and adjust to changing
  conditions
• Highly self-motivated, organized, and able to work both
  independently and collaboratively
• Fluency in English and Mandarin
  is required

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.

We’re Fans.

Are you?