Front Office Manager

Mandarin Oriental New York is looking for a 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.

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

About the job

Based at the Mandarin Oriental New York within the Front Office Department in New York City, the Front Office Manager is responsible to provide supervision, delegation, support and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel.  The Front Office Manager will also serve as the Manager on Duty. The Front Office Manager reports to the Director of Front Office.

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

• Supervise and assist Guest Service Agents with their duties, ensure a warm and genuine arrival and departure experience, maintain a Front Office information folder with up-to-date information on rates, promotional programs, special benefit cards, Mandarin Oriental Hotel Group details, etc.
• Serve as the Manager on Duty and available to guests at all times, ensure proper staffing at all times, compile and maintain the daily Manager on Duty report, ensure accurate communication of information and guest requests to all relevant departments
• Personally, welcomes guests in VIPs well as repeat guests; recognize and anticipate their individual needs, ensure that Legendary Quality Experience, policies and procedures of MONYC are properly understood and followed through
• Perform aspects of human resources and training functions, including counselling, coaching, training, disciplinary actions, etc., for Guest Service Agents, Bell Person and Door Person, ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff
• Identifies quality improvement trends and effectively communicates issue to the Assistant Director of Front Office, 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 Director of Front Office Operations or Assistant Director of Front Office.

The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

As Front Office Manager, we expect from you: 

• Ability to communicate written and spoken English
• Excellent overall communication skills
• Able to multi-task
• Able to work PM's and Overnight, and Swing Shift. 
• The ability to work well in a team environment
• Able to stand for extended periods of time

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.

Salary and Benefits:

•  Salary $80,000 to $85,000 yearly
• A competitive benefits package, including health, dental and vision, 401(K), etc

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

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