Assistant Front Office Manager

About the job

Based at Mandarin Oriental, Hangzhou
within the Rooms Division, the Assistant Front Office Manager plays a key role
in the successful pre-opening and ongoing operation of the Front Office
department. Reporting directly to the Front Office Manager, the Assistant Front
Office Manager is responsible for consistently maintaining the guest
perspective, supporting the overall objectives of the Rooms Division,
and ensuring the delivery of exceptional guest experiences in line with Mandarin
Oriental standards. During the pre-opening phase, the role will assist
in operational planning, SOP implementation, colleague recruitment and training,
and readiness activities to ensure a successful hotel opening. Following
the opening, the Assistant Front Office Manager will oversee the day-to-day
Front Office operations, maintain the highest levels of service excellence,
and support the achievement of departmental and hotel business objectives.

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

• Serve as the Manager on Duty
  to ensure the smooth operation of the Front Office
• Ensure guests
  receive a warm, genuine and efficient arrival and departure experience
  by welcoming guests in-person and being attentive to their needs throughout
  their stays
• Handle guest compliments, comments and complaints in
  a timely and professional manner
• Ensure high level of guest
  satisfaction by reviewing operational issues and business flow
• Lead
  the team to execute the guest recognition program effectively and ensure
  the growth of enrolment
• Handle administrative tasks including but
  not limited to ensuring high quality of Guest Data Quality, maintaining various
  departmental files as well as reviewing working procedures to minimize
  paperwork
• Manage and monitor the team performance by providing
  supervision, counselling and coaching

As Assistant Front
Office Manager, we expect from you:

• Minimum 5 years'
  relevant working experience in luxury hotels with at least 2 years' experience
  in similar positions
• Passionate about delivering exceptional guest
  service
• Pleasant, approachable and enthusiastic, with strong leadership
  and motivational skills.
• Service-oriented and able to work in
  a fast-paced and dynamic environment
• Excellent verbal and written
  communication skills in both English and Chinese.
• Superior guest
  resolution and problem-solving abilities are 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?