Ensure all guests receive personalized professional and prompt service. Act as the primary contact for guest concerns complaints and service recovery. Resolve guest issues efficiently and follow up to ensure complete satisfaction. Maintain a visible presence in public areas and engage with guests regularly. Anticipate guest needs and create memorable luxury experiences. Oversee hotel operations during assigned shifts. Ensure smooth coordination between Front Office Housekeeping Engineering Security Food amp Beverage and other operational departments.
Monitor hotel occupancy arrivals departures VIP movements and special requests. Support and supervise Front Office operations including check-in check-out billing and cash handling procedures. Maintain accurate shift reports handover notes and incident records. Provide guidance coaching and support to operational colleagues. Lead by example and promote Mandarin Oriental s culture and service philosophy. Assist with colleague training development and performance improvement initiatives.
Encourage teamwork and effective communication among departments. Investigate guest complaints and service failures. Implement appropriate service recovery actions. Document incidents and communicate outcomes to hotel management. Identify trends and recommend corrective actions to prevent reoccurrence. Serve as an active member of the Emergency Response Team. Ensure compliance with hotel policies health and safety regulations and brand standards. Manage emergency situations and coordinate responses when required.
Conduct routine inspections of public and back-of-house areas to ensure safety and cleanliness standards are maintained. Monitor room inventory and room availability. Support upselling initiatives to maximize hotel revenue. Ensure proper control of guest accounts billing accuracy and credit procedures. Assist in achieving departmental financial objectives.
We re Fans Are you
Learning & Development- Our commitment to you Learning amp 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 attractive rates on rooms for you and your loved ones
- Health amp 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 our colleagues globally
- Bachelor's Degree or Diploma in Hospitality Management or related field preferred.
- Minimum 3 years' experience in a luxury hotel environment.
- Minimum 1-2 years' experience as a Duty Manager, Assistant Front Office Manager, or similar leadership role.
- Strong knowledge of Front Office operations and guest service standards.
- Experience with hotel property management systems (PMS).
- Excellent leadership, decision-making, and problem-solving skills.
- Strong verbal and written communication skills in English; additional languages are an advantage.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).