Mandarin Oriental Punta Negra, Mallorca 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 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.

Set against the stunning backdrop of Puerto Portals, Mandarin Oriental Punta Negra pulses with the vibrant spirit of Mallorca. Here, subtle and emotional luxury seamlessly blend with the island’s natural beauty and energy, offering a place where inspiration flows effortlessly. Celebrate the essence of Mallorca through bespoke experiences, dynamic culinary journeys, and rejuvenating wellness - each designed to immerse you in the island’s vibrant atmosphere and extraordinary offerings.

About the job

Based at Mandarin Oriental Punta Negra, Mallorca, as the Assistant Front Office Manager, you will be responsible for assisting the Front Office Manager in overseeing all Front Office operations, ensuring smooth day-to-day functions and high guest satisfaction.

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

• To assist the Front Office Manager in overseeing all Front Office operations, ensuring smooth day-to-day functions and high guest satisfaction.
• To supervise and support the reception team, always ensuring smooth front desk operations.
• To manage the training and onboarding of new receptionists & supervisors fostering a positive and professional work environment.
• To monitor and ensure adherence to SOPs and brand standards, maintaining consistency in guest interactions.
• To ensure that Legendary Quality Standards, policies and procedures are properly understood and followed through.
• To ensure that FLHSS standards are always adhered to.
• To conduct daily briefings with the team to communicate important updates, VIP arrivals, and service goals.
• To ensure that guest history records are accurately maintained, and all repeat guests’ preferences are met.
• To coordinate with housekeeping, concierge, and other departments to ensure seamless communication and service delivery.
• To handle escalated guest issues and complaints, ensuring quick resolution and guest satisfaction.
• To perform any other reasonable duties as required by the Front Office Manager.

As Assistant Front Office Manager, we expect from you: 

Experience and education

• Minimum 3-5 years of experience in Front Office operations, including at least 1-2 years in a supervisory or assistant management role in a luxury hotel or high-end hospitality environment. 
• Experience in managing guest satisfaction, handling escalations, and implementing service recovery strategies. 

Technical Skills

• Effective communication skills in English and Spanish (additional languages are a plus).  

• Willingness and flexibility to work in shifts (day, afternoon, and night).  

• Well-groomed appearance, adhering to the hotel's grooming standards. 

• Strong IT skills, with solid knowledge of Windows operating systems, Microsoft Office Suite (Excel, Word, Outlook).   

• Proficiency in hotel management systems (e.g., HMS, Opera, Fidelio, or similar PMS).  

• An independent and proactive approach. 

• High attention to detail and a strong focus on maintaining quality service and operational excellence. 
• Strong decision-making skills and ability to take responsibility and be held accountable during shifts. 

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.
• Health & 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?