Guest Service Manager

Mandarin Oriental Jakarta is looking for a Guest Service 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 recognized 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.

After completion of an extensive renovation, Mandarin Oriental, Jakarta, will emerge fully rejuvenated to reclaim its status as the city’s premier address for both business and leisure. Mandarin Oriental, Jakarta will be positioned as Jakarta’s most luxurious and contemporary hotel, offering exemplary personalized service in well-appointed surroundings. Mandarin Oriental, Jakarta is operated and owned by the Mandarin Oriental Hotel Group.

About the job

Based at the Mandarin Oriental Jakarta, the Guest Service Manager is responsible for supervision, direction and leadership in the Front Desk during day and night shifts in accordance with the objectives, performance and quality standards established by the hotel. The Guest Service Manager reports to the Front Office Manager.

As Guest Service Manager, you will be responsible for the following duties:

• To operate the Front Desk Department during day and night shift properly, efficiently and with profitability.
• To ensure that Legendary Quality Experience Standards are fully implemented, maintained and exceeded throughout Front Desk to meet and exceed our guests' expectations.
• To assist the Front Office Manager in maximizing room yields by encouraging the Front Desk Agents to upsell proactively.
• To arrange book-outs according to Mandarin Oriental Hotel Group policy and ensuring complete guest satisfaction.
• To ensure all guests are escorted to their rooms by the Front Desk Agents.
• To encourage efficient and effective inter-departmental communication in order to promote teamwork.
• To monitor service delivery by implementing LQE and Richey action plans.
• To monitor the successful implementation of the Total Training Concept and Legendary Service Training in Front Desk.
• To encourage colleague development and promote a positive working environment.
• To delegate duties and responsibilities to Front Desk Agents and ensure that work processes are in a logical order.
• To ensure proper staffing at all times.
• To ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of colleagues.
• To ensure that all health and safety company standards are maintained and carried out at all times. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit.
• To handle the Springer Miller Systems Front Office system; ensuring correct data inputting and maintenance, control access levels, issue passwords and change configurations.
• To handle all guest complaints and comments relating to the department tactfully.
• To cooperate and coordinate teamwork with other departments.
• To perform any other reasonable duties as required by the Front Office Manager.

As Guest Service Manager, we expect from you:

• 3 years Front Desk experience in a luxury hotel.
• 2 years experience in Front Desk Management in a luxury hotel.
• Excellent leadership skills and ability to motivate his/her team.
• Knowledge of computers and systems.
• Successful problem solving skills.
• Excellent ability to communicate written and spoken English and Indonesian.
• Good organizational skills.
• Outgoing and enthusiastic personality.
• Excellent overall communication skills.
• Ability to multi-task and work under pressure.
• Ability 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.
• Health & Colleague Wellness. Finding the right worklife 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.