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.

Mandarin Oriental, Tokyo, renowned for its sophisticated luxury and award-winning service, is located in the prestigious Nihonbashi district. A true culinary destination, it features a selection of worldclass dining experiences set against stunning views of the city skyline and Mt. Fuji. 
 

Organisational Structure

The Director of Front Office Operation will report directly to the Director of Rooms.

Front Office Manager, Front Desk Manager, Hotel Assistant Manager, Front Service Manager and PBX Manager will report to The Director of Front Office Operation.

As Director of Front Office / Front Office Manager, we expect from you:

Both Fluent Japanese and English language skill are needed to communicate with Japanese guests as well as Japanese colleagues.

Duties and Supporting Responsibilities

The Director of Front Office Operation will be responsible for all operations in Front Office including Front Desk, Hotel Assistant Managers, Bell and PBX. It is essential for The Director of Front Office Operation to act as a team leader and a team integrator of those departments in order to deliver an exceptional experience to our guests.
Below are duties and responsibilities of the position.

• Guest Centric Approach: Ensure a bespoke guest experience on arrival, stay and departure through a continuous review of our colleague’s engagement with our guests and promoting all colleagues who go the extra mile to provide a memorable experience to them.
• Innovator: Promote and suggest new initiatives to improve the guest experience at the hotel.
• Climate of Enthusiasm: Promoting a climate of enthusiasm amongst all levels throughout in Rooms Division by creating and ensuring colleague satisfaction through effective learning and development initiatives.
• Driving consistency and quality improvement: Drive LQA in Rooms division, measuring compliance to MOQA, LQE, TrustYou, Forbes, TripAdvisor, etc. and training related matters in the Annual FLHSS&E Audit. Evaluate training effectiveness by conducting training audits, standards testing and produce audit reports for management review. Create incentive to promote and recognize the best examples.
• Development of staff and managers: Conduct one-to-one evaluation periodically based on the P&C guidance.
• Guest Experience: Ensure that all guests’ comments are followed up including guest complaints ensuring that all eLogs are resolved.
• Suite Experience Program: Ensure the program is consistently delivered to all suite paying guests.
• Maintain complete knowledge of:
• All hotel features/services, hours of operation.
• All hotel restaurant food concepts, menu price range, dress code and ambiance.
• All hotel catering events and restaurant covers.
• All hotel room inventory, daily occupancy, rate structure, targeted monthly and annual revenues, and monitor
• Daily house count and expected arrivals/departures (in particular VIPs).
• Operate the Front Office properly, efficiently and with profitability, which includes overseeing Front Desk, Hotel Assistant Managers, Bell and PBX colleagues.
• Maximize room revenue and occupancy by effectively controlling availability (on the day of arrival) by reviewing out of order rooms, house-use and complimentary usage.
• Assist in compiling annual capital expenditure for Front Office.
• Control and analyse departmental costs to ensure spending is within budget.
• Delegate duties and responsibilities to Front Office colleagues and ensure that work processes are in a logical order.
• Ensure proper staffing by reviewing departmental scheduling.
• Welcomes designated VIPs and escort them to their accommodations.
• Approves and/or disapproves prospective guests when their behavior or character is questionable.
• Promote and ensure that Mandarin Oriental standards of Legendary Quality service are followed through Front Office operation.
• Experience and Guiding Principals are enforced.
• Drive the up-selling programme and encourage the team to achieve target.
• Ensure arrival & departure experience is according to standard.
• Oversee daily briefing and ensure that important information is shared for effective operation.
• Posses’ working knowledge of all computer systems.
• Report weekly accomplishments and macro issues to the Director of Rooms.
• Interview and recruit candidate when needed.
• Study and evaluate the operations and procedures of Front Office and suggest improvements to the Director of Rooms.
• The Director of Front Office Operation may represent the Hotel Assistant Manager in their absence.
• The Director of Front Office Operation will be responsible for the guest experience, handling guest complaints and comments.
• Assist the Hotel Assistant Manager and Shift Leader at Reception during busy periods.
• Assist in the rooming of guests during heavy arrivals and the checking in / out of guests during peak periods.
• Ensure that Front Office in a clean and tidy manner, according to hotel policies and standards.
• Ensure staff punctuality, uniforms, equipment, personal hygiene and grooming standards.
• Maintain permanent communication channels with all colleagues and ensure their feedback is acknowledged and auctioned when needed
• Maintain update knowledge of colleagues Career Development.
• Lead staff training and development, ensuring the highest level of guest & employee satisfaction.
• The Director of Front Office Operation will conduct interviews, disciplinary action and lead the appraisals for the Front Office team ensuring a good team environment, which promotes colleagues’ ideas and suggestions.
• Promote a climate of enthusiasm in the work place.
• Continuously monitor colleague’s performance and provide on-the-job guidance.
• Identify and praise colleagues that are recommended by guests for their good work.
• Monitor training of new colleague and their progress.
• Ensure colleagues are completely informed of Standard procedures, including emergency such as fire.
• Perform monthly departmental meetings with meeting minutes.
• Responsible to drive and implement projects within Front Office operation.
• Cultural Awareness - Respect and adapt to Japanese cultural norms in all operations.  
• Flexible Schedule - Adjust working hours based on business needs, including nights/weekends when required.  
• Team Development - Mentor, coach, and motivate Front Office staff to maintain high performance.  
• Talent Growth - Identify high-potential employees and support their career development with P&C.
• Issue Reporting - Promptly escalate operational concerns to the Director of Rooms and Executive Office
• Incident Management - Take ownership of guest/staff incidents and communicate clearly with leadership.