Assistant Director of Front Office

Mandarin Oriental New York is looking for a Assistant Director of Front Office 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 Hotel Group 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.

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.

About the job

Based at the Mandarin Oriental New York within the Rooms Department in New York City, the Assistant Director of Front Office will provide supervision, direction and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel.

The Assistant Director of Front office will report directly to the Director of Front Office. The Assistant Director of Front office overseas the Night Manager, Front Office Managers and the Guest Service Agents.  The Assistant Director of Front Office works with the Chief Concierge and indirectly oversees the Bell Person, Door Person and Hotel Page positions as well.

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

• Operate the Front Office properly, efficiently and with profitability, which includes overseeing Front Office Managers, Guest Service Agents, Bell and Door Team
• Maximize room revenue and occupancy by effectively controlling rates and availability (on the day of arrival)
• Delegate duties and responsibilities to Front Office colleagues and ensure that work processes are in a logical order
• Ensure proper staffing at all times
• Ensure that Legendary Quality Standards, policies and procedures of MONYC are properly understood and followed through among Front Office colleagues
• Assist in compiling annual departmental operating budgets as well as capital expenditure and manpower budgets
• Control and analyse departmental costs to ensure spending is within budget
• Perform aspects of human resources and training functions, including hiring, performance appraisals, counselling, coaching, training, disciplinary actions, etc.
• Ensure and maintain a very high standard of personal hygiene, behaviour 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 Director of Front Office Operations

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.

As Assistant Director of Front Office, we expect from you: 

• 6 years Hotel Front Office experience
• 2 Years in Front Office Management
• Experience in room revenue control, budget planning and cost control
• Knowledge of computers and systems
• Successful problem solving skills
• Able to communicate written and spoken English
• Excellent overall communication skills
• Able to multi-task
• The ability to work well in a team environment
• Able to stand for extended periods of time

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programs 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 program 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 programs 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.

Salary and Benefits:

•  Salary $ 90,000 - $100,000 yearly
• A competitive benefits package, including health, dental and vision, 401(K), etc

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. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

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