FRONT OFFICE MANAGER

Summary
The Front Office Manager will provide supervision, direction and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel. To be fully conversant with the hotel operations as a whole. 

We are looking for individuals who have an exceptional knowledge of the Front Office operation and are able to demonstrate a strong work ethic and people-management skills.

The Role of the Front Office Manager

• Responsible for the management of front office personnel such as staff training and shift scheduling
• Ensure effective implementation of the IMS policy and procedures
• Ensure continuous training and awareness of the IMS system
• Ensure OTPs are monitored and acted upon
• Identify areas of improvement through CPAR or suggestions
• Ensure operational compliance to legal regulations and other requirements
• Maximize room revenue and occupancy by effectively maximizing yield and excel in room up-selling and all other revenue centres
• Clarify duties and responsibilities of Front Office personnel and ensure that work flow is in a logical and effective manner
• Ensure that LQE, MO Pillars, policies and procedures are properly understood and followed through among Front Office colleagues
• Prepare annual departmental operating budgets as well as capital expenditure and manpower budgets
• Control and analyze departmental costs to ensure performance is within budget on monthly profit and loss review
• Perform all aspects of personnel and training functions, including hiring, performance appraisals, counseling, coaching, disciplinary action, monitor performance, etc.
• Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff
• Handle and response to guest complaints and comments relating to the department tactfully

Preferred Qualifications And Skills

• Degree or Diploma in Hospitality Management from leading hotel schools
• Minimum 5 years working experience in hospitality or tourism related industry, preferably in Front Office operations of deluxe international properties
• CPR/AED and First Aid certified
• Excellent communication skills
• Strong leadership skills and well versed in the entire Front Office operation
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Passionate, committed and meticulous

Learn more about what it is like to work at Mandarin Oriental Hotel Group, visit us:

• https://www.mandarinoriental.com/careers
• https://www.linkedin.com/company/mandarin-oriental-hotel-group
• Watch us at: https://www.youtube.com/watch?v=A0coCZUyHzI

Malaysia work authorization is required for this position.

Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.