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Director of Front Office Operations

Apply now Position: Director of Front Office Operations (Full time #539763)
Property / Office: Mandarin Oriental, New York
Location: New York, NY, United States

The Group


Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 40 hotels and six residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development and is a member of the Jardine Matheson Group. 



The Hotel


A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park. Located in Columbus Circle’s Deutsche Bank Center, Mandarin Oriental, New York is in an idyllic location just steps away from world-class dining, shopping and entertainment, including the Broadway Theater District, Lincoln Center, Central Park, Jazz at Lincoln Center and the shops of Columbus Circle.


The Hotel


Mandarin Oriental Hotel New York will be the Flagship Property operated by the Mandarin Oriental Hotel Management USA


Strategic Intent


It is the mission and intent of this position that the Colleague will keep the guest’s perspective in mind at all times and carry out the mission of the Rooms Department


Scope of Position


It is the mission and intent of this position that the Colleague will take full responsibility for all aspects of the front office operations. Be pro-active, creative and results driven.  The Director of Front Office Operations is responsible for, but not limited to, the overall hotel operations, including the day-to-day hotel operational requirements.  This position provides direction and leadership to the Front Office team to maximize revenue opportunities and guest satisfaction levels to the standards set by the Group.


Organizational Structure


The Director of Front Office Operation reports to the Director of Rooms and overseas directly all Front Office colleagues, including the Front Office Manager, the Chief Concierge, Night Manager, Assistant Front Office Managers, the Guest Service Agents, the Concierge, Bell Person, Door Person and Hotel Page positions.


Duties and Responsibilities


  1. Major responsibilities     


  • Prepare strategic business plans for the hotel
  • Develop middle management executives through coaching and mentoring
  • Ensure that all Front Office colleagues have an understanding of the financial aspects of the hotel
  • Ensuring proper, efficient and profitable functioning of the Front Office, which includes Reception, and Assistant Managers.
  • Maximize room revenue and occupancy by effectively controlling rates and availability
  • Create and strategize duties and responsibilities of Front Office colleagues and ensure that work processes are in a logical order
  • Ensure proper staffing at all times
  • Ensure that Legendary Quality Experiences, policies and procedures of MONYC are properly understood and followed through
  • Establish annual departmental operating budgets as well as capital expenditure and manpower budgets
  • Control and analyze departmental costs to ensure performance is within budget
  • Perform all aspects of colleague and training functions, including hiring, performance appraisals, counselling, coaching, training, disciplinary actions, etc.
  • Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff
  • Handle all guest complaints and comments relating to the department tactfully
  • Ensure that the Legendary Service Training manual is continuously updated, maintained and used effectively
  • Cooperate and coordinate teamwork with other departments
  • Perform any other reasonable duties as required by the Resident Manager or General Manager




  • 5-10 years hotel management experience in luxury hotel
  • 4 year college or university level degree in Business or Hotel Management
  • Full comprehension on operational issues, Forbes 5-Star Standards and Legendary Quality Experiences
  • Experience dealing with all levels including owners, corporate officers, support staff and all hotel employees
  • Excellent overall communication skills
  • Able to multi-task
  • The ability to work well in a team environment



NOTE: The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.


Salary: $110,000-$130,000/yearly


It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company.  Employees or applicants should direct requests for accommodation to Director of Human Resources.

Advertised: Eastern Daylight Time
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