Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal (CXS) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements
Assist to promote upselling programmes in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis
Assume the role of Night Manager on rotating basis. Liaise closely during the night with Security, Housekeeping and Engineering and to be aware of any situations that are going on in the hotel. Patrol all guest floors, public area, back of house area, offices and restaurants at least once every night
Handle any guest’s inquiries or complaints, emergency situations, overbook situation. Ensure guest satisfaction is attained with a good balance of the interest of the company. Properly record cases into daily log, take appropriate follow up actions and update in individual guest profile (HMS). Always share, report and consult with Director of Front Office Operations or Front Office Manager of any guest complaint/ comment/ recommendation
Coordinate within Front Office and other departments for arrangement on VIPs’ arrivals and departures
Assist with daily operations within Front Office, particularly Guest Services (i.e. check-in, check-out), Guest Relations and Concierge, whenever required or busy
Relieve duty and day-off of Guest Relations Manager/ Reception Manager when needed and upon request by superior
Always maintain a good work relationship with other departments.
Job Requirement:
A minimum of 3 years Duty Manager/ Night Manager experience in luxury hotel.
Good knowledge of front desk operations.
Strong desire to deliver excellent guest services and with passion to serve.
Ability to multi-task and always remain composed.
Computer literacy which is not limited to Excel, Power Point and Word.
Fluent in English and Mandarin, both spoken and written.
Mandarin Oriental, Lago di Como’s Night Auditor is in charge of ensuring that all night operations are managed smoothly and responsibly according to the resort's standards shared during departmental trainings and promptly informing superiors and t...
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