Mandarin Oriental is looking for an Assistant Front Office Manager to join
our Front Office team.
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 recognised 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.
Located next to Taikoo Hui Shopping Centre and designed
by tonychi studio, Mandarin Oriental, Guangzhou offers spacious guestrooms,
suites and stylish service apartments.
Diverse dining choices include the two-MICHELIN-starred Jiang by Chef Fei,
the elegant Lingnan garden-inspired Mandarin Oriental Cake Shop, the intimate
whisky and cigar bar The Loft, the contemporary Chinese bistro TANG and the bold
new cocktail destination LIÁNG. The Spa at Mandarin Oriental, Guangzhou
was awarded five-star recognition by Forbes Travel Guide and offers visitors
peace and tranquillity in nine private treatment rooms.
About
the job
Based at the Mandarin Oriental, Guangzhou, within the Front
Office Department in Guangzhou, the Assistant Front Office Manager
is responsible for Assist the Director of Front Office Operations or Front
Office Manager in overseeing the overall daily operations, supervision,
and strategic management of the Front Office, in alignment with the hotel’s
objectives, performance targets, and luxury service standards.
The
Assistant Front Office Manager reports to the Assistant Director of Front Office
Operations.
As Assistant Front Office Manager, you will
be responsible for the following duties:
Operational
Management
- Support, organize and oversee the daily operations of
the Front Office to ensure exceptional guest service and operational
efficiency. - Lead and coordinate comprehensive manpower planning
and deployment across all Front Office sections, including Duty Manager, Front
Desk, Guest Relations, Concierge, Executive Lounge, and PABX, ensuring effective
coverage and seamless operations at all times.
Guest
Experience
- Handle all guest inquiries, complaints, emergency
situations, and overbooking cases; personally attend to VIP guests and
those being relocated to ensure satisfaction and brand protection.
- Inspect VIP rooms prior to arrival, ensuring readiness in terms
of cleanliness, amenities, and overall presentation.
Team
Leadership & Culture
- Foster a positive and engaging work environment
that promotes teamwork, recognition, and high performance (aligned
with Colleague Engagement Survey targets). - Assist in colleague
training, coaching, and development to build a high-performing team.
Revenue & Upselling
- Drive upselling initiatives within Front
Office; monitor, analyze, and report monthly upselling performance.
- Proactively identify revenue opportunities and implement improvement
plans.
Quality & Compliance
- Continuously improve
departmental audit scores and ensure full compliance with company policies
and legal requirements. - Ensure SOPs are followed and recommend process
improvements where necessary.
Coordination & Communication
- Maintain close coordination with Guest Services and housekeeping teams
on room discrepancies, due-out, and high-balance accounts. - Ensure all
instructions from senior management are effectively communicated
and executed.
Product Knowledge & Sales
- Maintain strong
knowledge of all hotel services, facilities, room rates, packages,
and promotions; actively promote and cross-sell hotel offerings.
- Conduct hotel tours for guests when required.
As
Assistant Front Office Manager, we expect from you:
- Minimum 5 years front office working experience in luxury hotel of which
at least 1 year in a similar capacity. - Strong knowledge of front office
operations, including but not limited to cashier and reception, duty manager,
concierge or relevant experience. - Familiar with the LQA & Forbes
standards - Strong desire to deliver excellent guest services and
with passion to serve. - Ability to multi-task and always remain
composed. - A good team leader with ability to drive the team
for results. - Computer literacy which is no limited to Excel, Power
Point and Word. - Fluent in English and Mandarin, both spoken
and written.
Our commitment to you:
Mandarin
Oriental benefits
- 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.
Local benefits
- A competitive salary and benefits
packages. - Additional Medical insurance.
Conveted Accommodation.
We’re Fans
of Exceptional Careers. Are you?
