About the job

Based at the Mandarin Oriental, Hangzhou within the Front Office Department, the Front Office Manager is responsible overseeing the effective and efficient operation of Front Office which includes Reception, Concierge and Telephone departments. Plan, organize, and motivate team to excel in delivering Legendary Quality Experience to all guests.  The Front Office Manager reports to the Director of Rooms. 

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

• Read through arrival report and ensure accuracy of guest history, services and amenities are accorded.  
• Meet VIPs and perform guest relation duties and obtain comments and feedback. 
• Motivate all Front Office colleagues to upsell rooms and achieve higher average room rate 
• Monitor in implement action plans where necessary for Fans of M.O. member enrolment and premium spend including on property signup. 
• Monitor major group movement and coordinate with the various department 
• Put up action plan covering all areas of operations in handling major groups.  
• Monitor closed-out dates, room inventory and coordinates with Reservations. 
• Establish and maintain operation standards.   
• Innovate, initiate and maintain procedures to increase efficiency, productivity and maximum guest comfort and satisfaction.  Train colleagues on new work processes, understanding of policies and procedures.  Identify training needs and implements effective training program. 
• Guide, coach, counsels and evaluates the performance of GSM’s, GSE’s and GSA’s. 
• Ensure effective communication via daily briefings, weekly updates and monthly brainstorming sessions within the department.  
• Well-versed with Mandarin Oriental Hotel Group goals and information. 

As Front Office Manager, we expect from you: 

• Minimum 5 years of relevant working experience in similar capacity
• Excellent problem-solving and interpersonal skills
• Ability to function well under pressure, set priorities and adjust to changing conditions
• Highly self-motivated, organized, and able to work both independently and collaboratively
• Fluency in English and Mandarin is required

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.
• Heath & 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?