Dutiess and Responsibilities

• Operate the Front Office Department properly, efficiently and with profitability.

• Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.

• To ensure that Legendary Quality Experience Standards are fully implemented, maintained and exceeded throughout Front Office to meet and exceed our guests' expectations.

• To maximize room yields and to control overbooking strategies by liaising with Director of Revenue Management and Hotel Manager, arranging book-outs according to Mandarin Oriental Hotel Group policy and ensuring complete guest satisfaction.

• To encourage efficient and effective inter-departmental communication in order to promote teamwork.

• To monitor service delivery by implementing guest survey action plans.

• To monitor colleague commitment by implementing Colleague Engagement Survey action plans.

• To monitor the successful implementation of the service training in Front Office.

• Encourage colleague development and promote a positive working environment.

• To carry out annual appraisals and regular feedback on development on all colleagues using the Mandarin Oriental Hotel Group Performance and Development System.

• Delegate duties and responsibilities to Front Office colleagues and ensure that work processes are in a logical order.

• Ensure proper staffing at all times.

• Assist in compiling annual departmental operating budgets as well as capital expenditure and manpower budgets.

• Control and analyze departmental costs to ensure spending is within budget.

• Perform all aspects of human resources and training functions, including hiring, performance appraisals, counseling, coaching, training, disciplinary actions, etc.

• Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of colleagues.

• Handle the HMS system; ensuring correct data inputting and maintenance, control access levels, issue passwords and change configurations.

• To ensure that the health and safety company standards are maintained and carried out. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit

• To ensure that the Fire Life Health Safety and Security company standards and HACCP Standards are maintained and carried out. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit.

•  Handle all guest complaints and comments relating to the department tactfully.

• Cooperate and coordinate teamwork with other departments.

• Perform any other reasonable duties as required by the Hotel Manager.