The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts.  The Group now operates or has under development 41 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

The Hotel

Renowned Parisian designers Gilles & Boissier, have created a sophisticated residential design for the 100 rooms and 53 suites, including several one-of-a-kind specialty suites, featuring unique design elements inspired by the hotel’s historic connections to the city, Spanish culture and art.

With a stunning and meticulous restoration that celebrates César Ritz’s pioneering spirit, a prestigious central location, five restaurants and bars overseen by one of Spain’s most celebrated chefs and exceptional leisure and wellness facilities, Mandarin Oriental Ritz, Madrid is set to become the city’s most luxurious hotel.

Duties and Supporting Responsibilities

• Operate the nightly Front Office operations properly, efficiently and profitability
• Supervise, Guide and Support all colleagues in the department with their duties
• Encourage the sense of teamwork throughout the hotel
• Motivate and inspire the colleagues to maximize their performance
• Ensure a warm, genuine and efficient guest’s arrival and departure experience
• Keep the Front Office colleagues informed & up-to-date with information related to the hotel, hotel group and operation
• Maintain all department files and ensure that paperwork is kept to a minimum and Guest information to be stored following the company’s Policy and Procedure
• Ensure all the supply and tool for the colleagues to use are sufficient and available at all time
• Serve as the Manager on Duty and available to guests at all time
• Ensure accurate communication of information and guest requests to all relevant departments
• Ensure all the request and question by internal and external guest to be responded in a timely and efficient manner and outcome to be up to their complete satisfaction at last
• Welcome guests in person; recognize and anticipate their individual needs
• Engage yourself actively to be present at public areas for the quality check of services provided by colleagues and ensuring all standards are met in services
• Handle all guest compliments, comments, observations and complaints in a timely and effective manner, ensuring guest’s complete satisfaction
• Maintain high standards of Guest Data Quality
• Support the Front Office Manager with company guest recognition program and ensure the growth of enrolment and quality of program execution
• Support the Front Office Manager ensuring growth with the Guest Satisfaction Scores for both Arrival & Departure
• Support the Front Office Manager ensuring and maintain a very high standard of personal hygiene, behaviour and grooming standards of colleagues up to the hotel’s standards
• Perform the task and project which being assigned by Front Office Manager and Hotel Management

Requirements

• Have a minimum of 2 years’ experience in a similar position, preferably in a luxury setting.
• A flexible schedule is required including weekends and holidays.
• Have excellent communication and organization skills.
• Must be able to work in a high-pace and dynamic operation. 
• Able to work together with other colleagues.
• Have a pleasant, friendly and helpful manner.
• Able to handle multiple tasks at one time.
• Able to handle guest requests in a detailed manner
• Able to consistently delight and satisfy our guests.
• Able to speak different languages