About the job
Based at Mandarin Oriental, Hangzhou within the Rooms Division, the Assistant Front Office Manager plays a key role in the successful pre-opening and ongoing operation of the Front Office department. Reporting directly to the Front Office Manager, the Assistant Front Office Manager is responsible for consistently maintaining the guest perspective, supporting the overall objectives of the Rooms Division, and ensuring the delivery of exceptional guest experiences in line with Mandarin Oriental standards. During the pre-opening phase, the role will assist in operational planning, SOP implementation, colleague recruitment and training, and readiness activities to ensure a successful hotel opening. Following the opening, the Assistant Front Office Manager will oversee the day-to-day Front Office operations, maintain the highest levels of service excellence, and support the achievement of departmental and hotel business objectives.
As Assistant Front Office Manager, you will be responsible for the following duties:
- Serve as the Manager on Duty to ensure the smooth operation of the Front Office
- Ensure guests receive a warm, genuine and efficient arrival and departure experience by welcoming guests in-person and being attentive to their needs throughout their stays
- Handle guest compliments, comments and complaints in a timely and professional manner
- Ensure high level of guest satisfaction by reviewing operational issues and business flow
- Lead the team to execute the guest recognition program effectively and ensure the growth of enrolment
- Handle administrative tasks including but not limited to ensuring high quality of Guest Data Quality, maintaining various departmental files as well as reviewing working procedures to minimize paperwork
- Manage and monitor the team performance by providing supervision, counselling and coaching
As Assistant Front Office Manager, we expect from you:
- Minimum 5 years' relevant working experience in luxury hotels with at least 2 years' experience in similar positions
- Passionate about delivering exceptional guest service
- Pleasant, approachable and enthusiastic, with strong leadership and motivational skills.
- Service-oriented and able to work in a fast-paced and dynamic environment
- Excellent verbal and written communication skills in both English and Chinese.
- Superior guest resolution and problem-solving abilities are required
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.
- Heath & 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 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.
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