Front Office Director

1 week ago


New York, New York, United States Mandarin Oriental, New York Full time
Front Office Manager

Mandarin Oriental Hotel Group is a renowned owner and operator of luxurious hotels, resorts, and residences worldwide. We are seeking a highly skilled Front Office Manager to oversee the daily operations of the Front Office, ensuring exceptional guest experiences and maintaining the highest standards of quality and service.

About the Role

The Front Office Manager will be responsible for supervising and assisting Guest Service Agents, ensuring a warm and genuine arrival and departure experience for guests, and maintaining a Front Office information folder with up-to-date information on rates, promotional programs, and hotel details.

Key Responsibilities
  • Supervise and assist Guest Service Agents with their duties
  • Ensure a warm and genuine arrival and departure experience for guests
  • Maintain a Front Office information folder with up-to-date information on rates, promotional programs, and hotel details
  • Ensure that all Front Office staff are groomed according to hotel standards
  • Maintain all department files and ensure that paperwork is kept to a minimum
  • Ensure that sufficient stationery is available for daily operations
  • Serve as the Manager on Duty and be available to guests at all times
  • Ensure proper staffing at all times
  • Compile and maintain the daily Manager on Duty report
  • Ensure accurate communication of information and guest requests to all relevant departments
  • Personally welcome VIP guests and recognize and anticipate their individual needs
  • Ensure that Legendary Quality Experience, policies, and procedures are properly understood and followed
  • Perform aspects of human resources and training functions, including counseling, coaching, training, and disciplinary actions
  • Ensure and maintain a very high standard of personal hygiene, behavior, and grooming standards of staff
  • Identify quality improvement trends and effectively communicate issues to the Assistant Director of Front Office
  • Handle all guest complaints and comments relating to the department tactfully
  • Cooperate and coordinate teamwork with other departments
Requirements
  • Excellent written and spoken English communication skills
  • Excellent overall communication skills
  • Able to multi-task
  • Able to work PM's and Overnight, and Swing Shift
  • The ability to work well in a team environment
  • Able to stand for extended periods of time
  • 3 years Front Office experience
  • Strong knowledge of Front Office Operations, including cashier and reception
  • Multi-lingual is preferred
  • Previous Management experience preferred
Compensation

$80,000 - $85,000/yearly



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