Front Office Manager

New York, Hotel. • Mandarin Oriental, NY

5d • Onsite

About The Position

Mandarin Oriental New York is looking for a Front Office Manager to join their Front Office team. This role is based at the Mandarin Oriental New York within the Front Office Department. The Front Office Manager is responsible for providing supervision, delegation, support, and leadership in the Front Office, aligning with the hotel's objectives, performance, and quality standards. The position also serves as the Manager on Duty and reports to the Director of Front Office. Mandarin Oriental Hotel Group is recognized for owning and operating luxury hotels, resorts, and residences in prime global locations, known for their legendary service inspired by Asian heritage and cutting-edge luxury experiences. Mandarin Oriental, New York features 244 guestrooms and suites with views of Manhattan, MO Lounge, a spa, a fitness center, and premium meeting and event spaces.

Requirements

• 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

Responsibilities

• 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, and Mandarin Oriental Hotel Group details.
• Serve as the Manager on Duty and be 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 welcome VIPs and repeat guests, recognizing and anticipating their individual needs.
• Ensure that Legendary Quality Experience, policies, and procedures of MONYC are properly understood and followed.
• Perform aspects of human resources and training functions, including counseling, coaching, training, and disciplinary actions for Guest Service Agents, Bell Persons, and Door Persons.
• Ensure and maintain a very high standard of personal hygiene, behavior, and grooming standards of staff.
• Identify quality improvement trends and effectively communicate issues 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.

Benefits

• Learning & Development programs
• MOstay program (complimentary nights and attractive rates on rooms for colleagues and loved ones)
• Health benefits
• Wellness programs
• Retirement Plans
• Health, dental and vision insurance
• 401(K)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed